Live-In Property Manager, San Mateo

The Role

We are looking to add a highly motivated individual to join our Property Operations team to oversee a one-of-a-kind, 57-hotel room property in San Mateo. As a Property Manager, you will have responsibility for the on-the-ground operations of this property, including management of physical and technical challenges. You will also serve as the face of Kasa on the ground for Kasa guests and building residents.

In this role, you will report to the Portfolio General Manager - Northern California, and work closely with Kasa's centralized Property Operations support team and Guest Experience team to make the property successful and safe for all of our guests and residents. It takes a special person to oversee this property, and we hope you're excited by the challenge!
This role is required to live on-site in a provided unit.

About the Team

This role is in our Property Operations department. Our mission is to ensure our guests have a seamless experience from the time they arrive until the moment they depart. Our team members are located all over the country, have diverse backgrounds, and come from many different industries. Everyone joined Kasa because they are passionate about delivering high-quality standards to ensure that our guests love their experience while staying with Kasa.

Experience

• You have 3+ years of property management experience within the San Francisco city limits and are familiar with San Francisco building requirements
• You are comfortable with mobile technology, and you're eager to learn new systems and platforms to make you better at your job
• You're flexible in your schedule and can help with emergencies when they arise
• You have a robust knowledge of building systems including, but not limited to, HVAC, Fire & Life Safety, and comfort working with contractors who maintain these systems
• You have familiarity with general trade skills including carpentry, plumbing, electrical, and general appliance repair
• You're comfortable lifting items up to 50 pounds
• You can handle stressful situations with a calm and positive demeanor

COVID-19 VACCINATION POLICY: Kasa requires all employees who enter a Kasa-owned or operated facility or who physically interact with others as part of their job duties to demonstrate proof of receiving a COVID-19 vaccination as a condition of their employment.

Plus if...

• 1+ years of hotel or short term rental experience including completing daily and weekly guest logs
• 1+ years of guest service or hospitality experience
• You have a certification related to residential management (CCRM, CPM, CAM, RMP, CMCA or equivalent)
• You pride yourself on your communication and organizational skills
• You hold trade, skill, or property management certifications

In one year, you will succeed at Kasa by having:

• Established yourself as a top performer by achieving monthly goals for guest experience quality and expense management
• Set a high bar for quality standards at your property through preventative maintenance upkeep and housekeeping collaboration efforts
• Successfully handled any building, guest, or resident incidents that arise and ensured the building maintains full compliance with local laws and regulations
• Become an invaluable resource to our team, sharing knowledge from your building and getting involved in our broader Kasa community

Day in the life of a Kasa General Manager

Like many operations roles, there is no ‘typical day'. Your role will involve a wide range of activities tending to the Kasa property in your care. These activities will be a mixture of recurring property management tasks and activities requiring more urgent attention. Managing, prioritizing, and carrying out on-site tasks is crucial for this role.

You will routinely assess units and the overall building for condition and upkeep, as well as assist guests and residents with their needs as they arise. This includes replacing broken items, coordinating with our housekeeping partners to maintain a high level of building cleanliness, and searching for potential areas for improvement. You'll need to take the initiative to identify and execute building improvements while being financially prudent. An important component of the role will be to maintain proper logs and certifications to keep the building in compliance.

During emergencies, you will be the primary party responsible for providing support for lockouts, last-minute requests, and assisting with other guest issues. As our eyes and ears on the ground, you will also work with our Trust and Safety team to implement on-site security protocols and be present at the property to personally oversee the departure of problematic guests.

Working closely with other teams at Kasa and utilizing Kasa's communications and scheduling tools will be crucial to coordinating on-the-ground operations. You will have the opportunity to collaborate with a small team of other San Francisco building managers to share best practices and support each other!

Back of house aspects:

• Define and build out the Kasa management playbook for the property - you will determine processes, best practices, systems & tools to ensure the property is operating smoothly
• Ensure the property remain in compliance with various City and State reporting requirements
• Oversee contracted Housekeeping partners and external vendors and delegate daily tasks as needed
• Oversee preventative maintenance efforts property-wide
• Partner with the Kasa Procurement team to establish PAR levels for operating supplies and ensure orders are placed on a regular basis, with an eye towards fiscal prudence
• Inspect and provide feedback to housekeeping partners to ensure cleanliness standards are upheld throughout the building

Guest Experience

• Serve as the face of Kasa to guests in the building, as well as the neighborhood at-large
• Ensure guest access points are always in good working order, allowing for a seamless, pleasant arrival, and departure experience
• Provide ad-hoc emergency support for lockouts, time-sensitive requests, and other guest issues

• 5+ years of work experience, ideally in the hospitality or service industry
  • You have an innate ability to serve a diverse base of guests and deliver experiences with a service mindset
  • You are comfortable "rolling up your sleeves" as a boutique hotel manager and can "run the show" autonomously
  • You thrive in an environment with constantly shifting priorities and are able to be flexible and adaptable at a moment's notice, potentially on nights and weekends
  • You have a mix of both front-of-house and back-of-house work experience, giving you unique insight into the total operations of a property
  • You have excellent time management skills and enjoy juggling multiple time-sensitive projects at the same time
• You understand how to deliver an excellent guest experience while remaining financially prudent
  • You have a passion for and track record of creating magical experiences for guests and clients
  • You have a proven history of meeting or exceeding budgeted revenue and expense targets
• You are outgoing and able to "read the room" extremely well, being able to proactively address issues before they impact a guest's stay
• You are comfortable navigating spreadsheets and are technically savvy, willing to use new technology systems including virtual communication tools as a way to collaborate with a fully remote team while juggling guest issues
• You are open-minded towards new forms of hospitality and personnel management
• You are plugged into the Ocean City community or have a passion for forming strong community bonds within new neighborhoods
  • You have a keen sense for what the new local hot spots are and can be a source of knowledge to guests, helping to curate unique local experiences
• Travel is part of your DNA and you have a passion for the hospitality, tech, and real estate industry

• You've worked for an alternative hospitality brand in the past
• You've had experience with sales (corporate, groups, and leisure)
• You've implemented or executed a robust preventative maintenance program

• Effectively and efficiently achieved a superior guest experience by leveraging on-site resources combined with Kasa's tech-enabled centralized systems
• Become a respected leader and thought partner by the Kasa leadership team
• Achieved market-leading guest reviews and RevPAR penetration ahead of forecast
• Cultivated at least one working relationship with a community partner that provides unique benefits for guests of the properties
• Established at least one new source of top-line ancillary revenue
• Developed a plan for each property to capture a larger market share and stronger brand presence in its second year of operations

• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a 50% discount on any nights for friends and family
• 📈 Generous Stock Option Plan: We believe the success of our business should be shared with our team. As you grow with us, we increase the opportunities for you to become part-owners of our company.
• 🙌 Flexible PTO: Full-time exempt Kasa employees are encouraged to take time off as they need and see fit, ensuring that it's not disruptive to their work.
• 📱 Cell phone reimbursement: We reimburse a portion of your monthly cell phone bill to say thanks for using your personal phone during the work day.
• 📈 401(k) plan: As you invest in yourself and your future, Kasa invests in you too: we match 50% of the first 4% of deferred salary.
• 💰 Competitive Salary: We offer base salaries at or above market rates plus additional earning opportunities based on the position
• 🩺 Health Coverage: We've invested in comprehensive health insurance options to help when you need it most