General Manager

The Role

As a Hotel General Manager (GM) at Kasa, you will be fully responsible for the operational and financial performance of a unique 150+ room hotel property in Los Angeles. This is a 100% onsite role requiring a hands-on leader with strong operational expertise, direct accountability for property-level P&L, and the ability to balance exceptional guest experience with ownership expectations.

At Kasa, hospitality is at the core of everything we do. As a GM, you will directly lead property-level teams and vendors, set expectations, inspect what you expect, and ensure every guest interaction meets Kasa’s high service standards. In addition to leading day-to-day operations, you will play a critical role in financial oversight, aligning the property with revenue optimization strategies, cost control initiatives, and local market dynamics. You will work cross-functionally with Kasa’s centralized teams—including Revenue Management, Finance, and Guest Experience—to ensure alignment between operational decisions and broader business goals. You will serve as the primary liaison between Kasa and the property partner, communicating performance insights and forward-looking strategies to optimize asset value.

This role demands both operational rigor and strategic focus to ensure the property consistently delivers outstanding guest reviews, strong financial performance, and long-term asset value.

About the Team

This role is in our Portfolio Operations department, reports to the Regional Director, and works closely with Kasa's centralized support teams. Our team's mission is to deliver outstanding guest quality and industry-leading financial results through strong partner relationships, excellent service, and an ownership mentality. 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 and ensuring that our properties are beloved by guests, indispensable to property partners, and desired by neighbors.

Operational Execution & Hospitality Leadership

• Directly lead and manage onsite teams, ensuring they are highly engaged, well-trained, and delivering exceptional hospitality experiences.
• Set clear expectations and inspect what you expect, conducting regular site walks to assess operational execution, service quality, and team performance.
• Hold teams accountable for meeting Kasa’s brand standards, ensuring that every guest interaction—whether in-person or through centralized support—is seamless and exceeds expectations.
• Champion a hospitality-first culture, fostering “Hall of Fame Host” experiences that set Kasa apart in the industry.
• Ensure seamless execution of guest services, maintenance, and property operations, leveraging both onsite teams and centralized support functions.
• Act as the primary problem-solver for operational challenges, ensuring teams have the right tools, training, and processes to operate efficiently and effectively.

Financial & Property Performance

• Own and manage the P&L for your property, ensuring high-revenue, low-cost operations that maximize profitability.
• Partner with Revenue Management to execute pricing strategies, channel distribution planning, and leasing activation to drive sustained revenue growth.
• Identify and implement cost-saving opportunities without compromising guest experience or operational excellence.
• Ensure property-level financial goals align with company-wide revenue and expense targets, proactively analyzing trends and making adjustments as needed.

Team Development & Leadership

• Recruit, train, and develop a high-performing onsite team, fostering a culture of accountability, ownership, and continuous improvement.
• Provide hands-on coaching and mentorship, empowering frontline employees to excel in their roles.
• Partner with People Operations to ensure strategic staffing, high retention, and a strong pipeline of talent.
• Foster a performance-driven culture, ensuring the team understands their impact on financial performance, guest experience, and operational goals.

Stakeholder & Partner Management

• Serve as the primary liaison between Kasa and the property owner, ensuring transparency and alignment on financial results and operational performance.
• Collaborate with centralized teams, advocating for the operational needs and financial objectives of your property.
• Work closely with Revenue Management, Finance, and Guest Experience to ensure alignment between revenue strategies, operational execution, and guest satisfaction.
• Regularly report on performance metrics, providing forward-focused insights and recommendations to drive continuous improvement.

• Owner Mindset: Take full ownership of property performance, ensuring financial, operational, and guest experience priorities are consistently met.
• Financial Acumen: Strong ability to analyze P&L reports, control costs, and drive revenue performance. Execute financial strategies that maximize profitability and operational efficiency.
• Change Advocate & Problem Solver: Identify challenges, implement practical solutions, and ensure sustained operational success.
• Hospitality-Driven Leader: Champion a hospitality-first mindset, ensuring onsite teams consistently deliver seamless, high-quality guest experiences.
• Operational Executor: Proven ability to execute and enforce operational playbooks, ensuring consistent property performance and compliance with brand standards.
• Strategic Implementor: Translate high-level strategies into actionable, property-specific initiatives.
• Prolific Communicator: Effectively engage with property teams, owners, and centralized leaders to align on business priorities and performance expectations.
• Talent Builder: Develop and retain engaged, high-performing teams.

• Objective #1: Maximize Property Profitability Through Revenue Optimization & Cost Control
  • Execute pricing and distribution strategies in partnership with Revenue Management.
  • Identify cost-saving opportunities and implement expense controls.
  • Achieve or exceed financial and quality goals.
• Objective #2: Ensure Consistency in Service, Quality, and Execution
  • Maintain an on-site presence, ensuring adherence to operational and brand standards.
  • Implement standardized frameworks to deliver consistent guest experiences.
  • Audit property performance, offering coaching and feedback to improve execution.
• Objective #3: Build and Lead a High-Performing, Hospitality-Driven Team
  • Foster a culture of accountability and engagement.
  • Coach and develop team members to drive performance and career growth.
  • Collaborate with People Operations to recruit, hire, and retain top talent.

• 5+ years of experience in hospitality, property management, or guest-facing operations, ideally in boutique hotel or service-driven environments.
• A track record of independently running property operations at a large building and managing both front-of-house and back-of-house functions.
• Strong financial acumen, with experience managing budgets, controlling expenses, and contributing to revenue performance.
• Proven experience leading hospitality sales teams, including corporate and group sales strategy, team performance management, and execution of initiatives that drive revenue and occupancy.
• A guest-obsessed mindset with the ability to create memorable, personalized experiences for a diverse range of travelers.
• Exceptional time management and prioritization skills, with a knack for juggling multiple high-stakes tasks simultaneously.
• The emotional intelligence to “read the room” and proactively resolve issues before they escalate.
• A technically savvy approach, comfortable using spreadsheets, operations platforms, and virtual collaboration tools with remote teams.
• Openness to new hospitality models and evolving approaches to guest service and team engagement.
• A genuine enthusiasm for the intersection of hospitality, technology, and real estate—and a desire to grow in a fast-paced, evolving company.
• This role requires regular access to a reliable vehicle to use for work, a valid driver's license, and a clean driving record with proof of insurance.

• ✈ Kasa Travel Credit: We love to travel! Kasa employees get an allowance of free stays with us in any of our locations, plus a discount on any night for friends and family.
• 📈 Generous Stock Option Plan: At Kasa, our compensation philosophy is to offer a total compensation package that over-indexes on equity to encourage our team to think like owners (by being owners) and benefit from the growth in value that our collective hard work creates.
• 🙌 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 100% of the first 1% of your deferred salary.
• 🩺 Health Coverage: We’ve invested in comprehensive health insurance options to help when you need it most, including a company-sponsored plan with fertility coverage.