Guest Operations Manager

Guest Operations Manager

Full-time  ·  Denver CO (in-office)  ·  Reports to Owner

About Modern Midstay

Modern Midstay is a real estate and hospitality business that acquires renovates furnishes and manages small multi-family buildings in Denver’s best neighborhoods. We own and operate 64 units across 12 buildings ranging from 1 to 4-unit rentals up to 15-unit apartment buildings.

Our vision is to be the best owner-operator of small-scale real estate in the country. In our first five years we’ve grown our Denver portfolio to $20M in real estate. In the next five years we’ll build a scalable system and team to provide our guests and investors the best service at the lowest cost.

Learn more @ Modern Midstay | Airbnb Profile | Google Business

Role Objective

You’ll be the operational leader responsible for driving revenue and NOI performance delivering an exceptional guest experience and building the systems and team for scale. You'll work closely with the owner the maintenance manager and our network of trusted contractors. You’ll have the opportunity to shape our growth strategy and hire and manage a small team over the coming years.

Bookings Revenue & Listings Management (~50% of time)

• Respond to guest inquiries across booking channels and match prospective guests with the best property based on dates budget and preferences.
• Own pricing strategy to maximize occupancy length of stay and net rental revenue.
• Manage CRM reservations leases security deposits guest payments and calendars.
• Maintain and report on bookings and revenue KPIs.
• Develop new channels and marketing strategies to increase leads and bookings.
• Onboard new properties across PMS listing platforms and operational systems.

Guest Experience (~10% of time)

• Set and maintain the standard for an exceptional guest experience. Drive guest satisfaction and 5-star reviews through responsiveness friendliness and effective issue resolution.
• Own the guest communication infrastructure: automated messages templates welcome guides newsletters and announcements.
• Serve as the primary guest-facing point of contact from inquiry through move-out routing operational and maintenance issues internally rather than handing the guest off.
• Resolve escalated guest issues professionally and efficiently.
• Experiment with new ways to delight our guests (eg welcome gifts local recommendations common area upgrades etc)

Hospitality & Maintenance Operations (~40% of time)

The Guest Operations Manager owns the operating systems coordination and guest experience. The Maintenance Manager owns the field execution vendor relationships and on-site coordination. You’ll work together on a daily basis to coordinate tasks and reduce friction for our guests.

Check in/out and cleaning operations

• Coordinate check-ins check-outs and the guest messaging around them.
• Schedule turnover cleanings and inspections
• Set the standard for turnovers and check in/out and build a system for quality control. Perform monthly turnover audits to ensure quality control and roll out new guest experience initiatives.
• Manage ordering of consumables linens housewares and FF&E. The Maintenance Manager is responsible for organizing inventory in the field and providing input on ordering needs.

Repair & maintenance coordination

• Receive and dispatch of guest repair requests oversee task details and resolution in our task management software and own related guest communications. 
• Build a scheduling and guest communication system for coordinating seasonal maintenance and other announcements with guests.
• Conduct monthly property inspections and contribute to capital improvement plans.
• Share on-call responsibilities with the Maintenance Manager.
• Support the design scoping procurement and execution of renovations improvements and furnishing units as needed and as time permits given ebb and flow of operational demands.

Building systems and team that support the functions above

• Create and maintain SOPs playbooks task templates and communication snippets.
• Build and maintain KPI reporting for bookings NOI performance and strategic goals.
• Drive efficiency and quality through Musk’s algorithm:  Understand requirements → delete what’s unnecessary → simplify and optimize → accelerate → automate.
• Develop internal tools and systems and evaluate third party technology.
• Hire train and manage full and/or part-time associates as the company grows.

What we’re looking for

• 3 to 5 years of hands-on experience operating furnished mid-term or short-term rentals or comparable hospitality or real estate operations.
• Passion for travel with a hospitality mindset. You have a history of planning travel adventures and other experiences/events either at work or with family and friends.
• Analytical and motivated by financial results. You can think in terms of pricing occupancy and net revenue and can make tradeoffs and negotiate the best booking outcomes.
• Problem solver and fast learner. All we do is solve problems so you must enjoy the challenge.
• Competitive and strive to be the best in your field. 
• Systems thinker and builder. You can move between high-level business requirements and system design and more in the weeds process and SOP building and execution.
• Heavy user of gSheet gDoc CRM PMS and other business softwares.
• Organized under pressure and able to prioritize effectively. You juggle many moving parts — bookings turnovers guests vendors schedules — without dropping balls.
• Denver-based and in-office with reliable transportation for visiting the properties.
• Ability to work flexible hours including nights and weekends to capture bookings and share on-call responsibilities with our Maintenance Manager.

Compensation

• Base salary of $80000 + cash bonus + ability to participate in our real estate investments.
• Semi-annual cash bonuses tied to net rental revenue controllable operating costs and strategic initiatives.
• Significant upside to grow role and compensation as we grow the business.

How to Apply

• Please email [email protected] with your resume and a few sentences on why you’re excited about the role.

What We Do

Feel at home in Denver’s best neighborhoods 1 to 12 month furnished rentals for travel nurses people moving to/from Denver remote workers and others exploring the city for a few months.