Hospitality Manager

About Landing

Since 2019, Landing has established the nation's most extensive flexible living network, encompassing over 35 markets and thousands of apartments, all without requiring deposits or hassle. We are experiencing rapid growth and operate in dynamic real-world environments, which means operations are fast-paced, priorities can change, and each day presents unique challenges.

About The Role

This position involves ownership of a specific market segment in Colorado Springs, CO. You will be responsible for managing member experience, cultivating property relationships, overseeing housekeeping vendors and maintenance, ensuring unit quality, and handling all related aspects. Your duties will include managing reservations made through Landing’s platform as well as third-party channels like Airbnb and Booking.com, fostering relationships with property partners, resolving member issues across various communication platforms, and reporting on market performance to your Hub Manager. If you have prior experience managing hotels, short-term rental portfolios, or high-volume hospitality operations, you will find this role familiar. The key difference is that you will have full ownership of the market segment, not just a single property, and you will contribute to developing operational strategies.

This role is ideal for individuals who excel in fast-paced settings, make informed decisions with incomplete data while prioritizing customer experience, and are adept at building and utilizing systems simultaneously.

What You'll Own

• Manage reservations across direct and third-party channels, including Landing bookings and platforms such as Airbnb and Booking.com.
• Oversee the entire member experience from booking to checkout, addressing tickets, inquiries, and escalations.
• Cultivate and maintain relationships with property and housekeeping partners.
• Achieve key market performance indicators (KPIs) including Net Promoter Score (NPS), Customer Satisfaction (CSAT), cleaning quality, and growth metrics.
• Coordinate reservations and manage maintenance escalations with property management teams.
• Facilitate the onboarding, installation, and launch of new properties within your designated market segment.

What We're Looking For

• A background in hotel operations, short-term rental management, vacation rental portfolio management, or high-volume hospitality, demonstrating an ability to operate effectively in environments where guest satisfaction is paramount and immediate.
• Proven experience managing a market, property, or operation with significant autonomy, moving beyond simply executing directives.
• Exceptional organizational skills and a strong capacity for follow-through, as issues require diligent resolution.
• The ability to effectively triage and prioritize tasks under pressure, identifying the most critical issue when multiple demands arise simultaneously.
• Comfort navigating ambiguity, as is common in a growth-stage company where established procedures may not always be readily available.

Work Schedule & Availability

The standard work hours for this position are Monday through Friday, from 8:00 AM to 5:00 PM. Given the guest-facing nature of the role, additional availability is required, encompassing evenings, weekends, and holidays, based on operational needs. These demands may intensify during peak periods, such as month-end closings and times with high check-in volumes.

What We Offer

• Opportunities for career advancement; our Field Operations management team is primarily built through internal promotions.
• Competitive compensation package including a base salary ranging from $55,000 to $75,000, commensurate with experience, plus a performance-based bonus of up to 20% of the base salary.
• An annual stipend of $6,600 for vehicle and cell phone expenses.
• Stock options are available.
• A comprehensive benefits package covering medical, dental, vision, life insurance, Accidental Death & Dismemberment (AD&D), disability, mental health support, pet insurance, commuter benefits, and Flexible Spending Account (FSA) or Health Savings Account (HSA) options.
• Retirement savings support through a 401(k) plan and access to ImmediatePay.
• A generous paid time off policy designed to promote work-life balance.
• A travel perk of $750 USD annually for use on Landing Stays.

Landing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including pregnancy, sexual orientation, gender identity, and related conditions, national origin, age, disability, genetic information, military service or obligation, or any other status protected by applicable federal, state, or local law.