Job Description
FLOHOM Baltimore Market Manager Hospitality Operations and Guest Experience Leader Location:
Baltimore, MD Role Type:
Hybrid - On-Site Property Oversight + Remote Administrative Work Reports To:
Director of Hospitality Operations Employment Type:
Full-Time About FLOHOM FLOHOM
is redefining waterfront hospitality through a first-of-its-kind network of modern floating suites offered as luxury waterfront lodging experiences. Through a vertically integrated model, designing, building, and operating our assets in partnership with fleet partners across our markets, we deliver a consistent, elevated guest experience rooted in comfort, adventure, and connection to water. Our mission is simple:
connect more people to the water. Headquartered in Annapolis with a production facility in Baltimore, our fleet is deployed across premier waterfront destinations on the East Coast, from the Chesapeake Bay watershed to Myrtle Beach, SC, and Jersey City, NJ. Each FLOHOM market operates as a high-performing micro-ecosystem where hospitality, operations, and asset management intersect. FLOHOM's modern floating suites combine thoughtful design, luxury hospitality standards, and unique waterfront locations to create unforgettable guest experiences. Baltimore is FLOHOM's most established market and the foundation on which our brand was built. As we enter our next phase of growth, we are looking for a Market Manager to lead this market forward. The Role The Market Manager is the accountable leader for FLOHOM's operations across the Baltimore market fleet. You will inherit an established operation with proven systems, an active guest base, and a strong local presence, and you will be responsible for elevating it. This is not a build-from-scratch role. It is a lead-and-grow role. You will raise the standard of what Baltimore can produce as FLOHOM scales to new markets and new heights. This role blends hospitality leadership, property operations, and entrepreneurial ownership. The Market Manager ensures every FLOHOM meets the brand's Ready-to-Rent (RTR) standard and that every guest stay reflects the elevated experience our brand promises. A central part of this role is building and managing FLOHOM's concierge and upsell program, which directly drives both guest satisfaction and your personal earning potential. As FLOHOM grows, the Baltimore market will serve as a model for how our other markets operate. The Market Manager will play a key role in refining systems, developing the concierge and upsell program, and helping set the standard for market excellence across the company. This opportunity is a strong fit for someone who is passionate about hospitality and guest experience, eager to grow into a leadership role, and ready to take ownership of a market that already has momentum behind it. You do not need years of experience to succeed here. You need drive, attention to detail, and a genuine desire to deliver exceptional experiences on the water. This is not a clock-in / clock-out job. It is an ownership-driven role focused on outcomes, standards, and growth. Core Responsibilities Leadership, Management & Accountability (LMA) Lead, manage, and hold Cleaning and Maintenance teams accountable. Ensure all team members follow FLOHOM brand standards and operational processes. Coordinate and manage local cleaners, contractors, and service providers. Maintain accountability for operational performance across the Baltimore market. Upsells & Guest Experiences The concierge and upsell program is one of the most important and most rewarding parts of this role. Responsibilities include:
Curate and manage local guest experience offerings across the Baltimore market. Coordinate scheduling and execution of guest upsells and add-on packages. Build partnerships with local experience providers, restaurants, attractions, and water-based vendors. Track upsell performance and continuously refine offerings. Identify new revenue opportunities that enhance the guest experience. This role offers a direct path to increased personal earnings by developing and managing a strong local experience ecosystem. Baltimore's waterfront, Inner Harbor, and surrounding communities offer a rich environment for building a concierge program guests will remember. Asset Readiness Protecting the physical condition and presentation of each FLOHOM is a core responsibility. Responsibilities include:
Ensure all units meet Ready-to-Rent (RTR) standards daily. Conduct routine inspections and quality spot checks. Oversee maintenance requests and ensure timely resolution. Implement proactive maintenance schedules to prevent issues. Protect the presentation, functionality, and safety of each unit. Maintain alignment with FLOHOM hospitality standards. Preventative maintenance and consistent inspections are essential to preserving both the guest experience and long-term asset value. Operational Excellence & Process Improvement Document and refine SOPs for cleaning, maintenance, and quality control. Ensure operational processes align with FLOHOM brand standards. Identify inefficiencies and implement operational improvements. Build repeatable systems that reduce friction and prevent recurring issues. Continuously improve operational workflows as the market grows. Guest Communication & Experience The Market Manager helps ensure every guest receives a seamless, high-quality experience. Responsibilities include:
Lead pre-arrival, in-stay, and post-stay guest communication when needed. Personalize guest interactions to elevate the stay experience. Support automated communication systems and workflows. Ensure all guest communication reflects FLOHOM hospitality standards. Inventory & Supply Management Manage and track linens, cleaning supplies, and operational inventory. Maintain organized supply storage and restocking systems. Forecast inventory needs and ensure adequate supply levels. Optimize supply costs while maintaining brand-quality standards. Glitch Resolution & Service Recovery In hospitality, things occasionally go wrong. The difference between a poor experience and a memorable one is how quickly problems are resolved. Responsibilities include:
Collaborate with Guest Relations to resolve guest concerns quickly and effectively. Troubleshoot property or operational issues in real time. Coordinate vendors and service providers to resolve problems quickly. Track and analyze guest complaints to identify trends. Implement service recovery solutions that protect the guest experience. Partnership Management Maintain strong relationships with marina partners and local stakeholders. Manage relationships with local vendors and service providers. Curate partnerships with local businesses and experience providers. Monitor guest satisfaction with partner experiences and improve offerings. Who You Are At FLOHOM, we hire for character, accountability, and ownership, not just resume lines. You will thrive in this role if you are: Highly accountable Detail-oriented Calm under pressure Service-driven Proactive Self-directed Solutions-focused This role is a strong entry point for recent graduates and early-career professionals who are passionate about hospitality and ready to grow into a leadership position. Candidates with more experience in property management, short-term rentals, or guest experience are equally encouraged to apply. What matters most across all backgrounds is your ownership mindset and your ability to execute consistently. FLOHOM Core Values Our culture is guided by five core values that shape how we operate, how we serve our guests, and how we support each other as a team. Whatever It Takes Team-first. Tenacious. All-in. We lead by example and do the work others won't. We do what needs to be done, no matter the obstacle or role. Titles don't matter, ego doesn't matter. We step in, solve problems, and carry the weight together. As a Market Manager:
This means taking full ownership of the Baltimore market, stepping in when issues arise, solving problems quickly, and doing whatever is necessary to ensure guests have a seamless stay and every FLOHOM remains Ready-to-Rent. Service Over Self Care deeply. Help first. Lead like a coach. Serve without ego. We believe leadership starts with service. Whether supporting a guest, helping a teammate, or coaching a vendor, we lead by putting others first. As a Market Manager:
This means creating exceptional guest experiences while supporting cleaners, vendors, and partners with professionalism, empathy, and a hospitality-first mindset. Never Settle Grow professionally, personally, and financially. We believe the growth of the company is directly tied to the growth of its people. We constantly look for ways to improve, learn, and elevate our standards. As a Market Manager:
This means continually refining operations, improving guest experiences, developing new upsell opportunities, and always raising the standard for how the Baltimore market operates. Precision with Purpose Attention to detail. Stay measured. Do it right—every time. Excellence lives in the small details. We operate with professionalism, strong emotional intelligence, and a commitment to doing things the right way. As a Market Manager:
This means maintaining meticulous attention to detail, from property readiness and inspections to guest communication and vendor coordination, ensuring every FLOHOM meets our brand standards. Keeping It Real Be authentic. Stay positive. Bring energy. Have fun. We show up as our true selves, bringing positive energy, honesty, and authenticity to the work we do. As a Market Manager:
This means building strong relationships with guests, marina partners, and vendors while bringing a positive, approachable presence that reflects the spirit of the FLOHOM brand. What We Offer Flexible hybrid structure Full-time role with a clear path to market leadership The opportunity to lead FLOHOM's most established market into its next phase of growth Direct impact on a scaling hospitality brand headquartered in your backyard Competitive full-time compensation with performance-based earning opportunities through upsells and experiences A dedicated concierge and upsell program designed to grow into a meaningful personal income stream as the Baltimore market matures A collaborative, entrepreneurial culture focused on ownership and innovation Source:
Hospitality Online
