Hospitality Manager

About Us:
Since 2019, Landing has redefined apartment renting with the industry's first flexible living model. Our membership program provides consumers with access to a network of apartments in 35+ markets with no deposits, hassles, or stress.

About the Role:
We are hiring a Hospitality Manager to join us at Landing! In this role, you will join our Field Operations team and be responsible for success in the Charlotte Markets. Success in this role looks like ownership, you’ll own the large decisions and the small details that lead to providing an amazing member experience within your market.

About the Team:
Our Field Operations team owns the support of Member and Property needs while working closely with our host, installation, and property success teams, based in our Birmingham, AL headquarters. Working together, our goal is to provide an exceptional experience for our members in our Charlotte Markets. Hospitality Managers (HM’s) report up to Regional Managers and are imperative to Landing’s success.

What You’ll Do:

• Manage short-term reservations, coordinating with booking platforms (Airbnb, Booking.com, etc.) to maximize occupancy and revenue.
• Develop and maintain strong relationships with booking platform representatives and property partners to ensure seamless communication and issue resolution.
• Oversee the end-to-end reservation process, acting as the key point of contact to ensure guest satisfaction throughout their stay.
• Handle guest inquiries, support requests, and ticket resolutions efficiently through multiple communication channels.
• Form partnerships with and oversee property housekeeping teams.
• Evaluate property and home condition, ensuring inventory meets Landing standards
• Oversee market metrics
• Monitor and resolve member support tickets through all member communication channels
• Act as liaison with property management teams to quickly resolve maintenance requests, address member concerns, and execute new leases
• Simultaneously complete multiple daily tasks and build processes for the future
• Evaluate market performance against key performance indicators including Net Promoter Score, Customer Satisfaction Survey, Cleaning Quality, and Market Growth
• Build weekly market performance reports and present to Field Operations leaders

What You Need:

• This is an In-Market role that requires you to live on-site
• 1+ years of management experience
• Strategic Doer: You’re an expert at zooming out and seeing the big picture, but don’t overlook the tiny details and love to build from the ground up.
• Interpersonal Skills: You have exceptional communication and interpersonal skills, with the ability to develop a high degree of personal credibility at all levels of the organization.
• An obsession with customer experience and satisfaction
• Ability to thrive in high-growth environments and an evolving startup atmosphere
• Experience using data and metrics to drive improvement
• Strong organizational and leadership qualities, an over-communicator, proactive ownership style
• Ability to earn trust of leadership, work independently, and drive results with minimal supervision
• Hands on mentality to jump in and get things done when it counts

Work Schedule & Availability:
Guest inquiries, reservations, arrivals, and issues that may require prompt attention may occur at random or unexpected times, including after ordinary business hours and on weekends. Additionally, department working days may be scheduled in advance and require availability on weekend days frequently occurring when the end of the month falls on a weekend or when a nearby holiday results in an influx of guest activity.

Benefits and Perks:
Landing aims to create a workplace that fosters both personal and professional growth. We offer a competitive benefits package we are proud to share with you!

• Solid compensation: $45,000 - $50,000 + Bonuses + Stock Options
• Onsite Housing Provided: Fully furnished accommodations provided (Utilities and internet included)
• Comprehensive benefits: Medical, Dental, Vision, Life and AD&D, Disability, Mental Health, Pet, Commuter and FSA or HSA
• We've got you covered with a 401(k) plan and access to ImmediatePay
• Feel relaxed with super generous PTO policy
• Opportunities for upward mobility - we want you to grow with us!
• Landing Stays