Head of Hospitality Operations

About UsOur mission to revolutionize the hospitality industry. We exist to reinvent hospitality with AI-driven execution. By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests.At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line. Our vision? To become the go-to solution for property managers across the U.S. We're expanding city by city, bringing our innovative approach and passion for excellence to new markets and communities. What makes Cloud9 truly unique isn’t just our commitment to service—it's our people. We believe in the power of teamwork to drive success. Whether you're a guest, a partner, or part of our team, you'll find collaboration, trust, and shared purpose at the heart of everything we do.We don’t hire to fill seats. We hire to pull levers that move numbers. Outcomes > effort > intentions.Our core values are speed, meritocracy, accountability, and execution.Location: Remote or Bogotá HQEmployment Type: Full-timeDepartment: OperationsCompensation: Competitive salary + 2026 equity + performance bonus tied to cost savings and CSAT. PTO.OverviewCloud9 exists to redefine luxury short-term rentals: uncompromising five-star standards, powered by ruthless efficiency and automation.We don't hire to fill seats. We hire to pull levers that move KPIs.We don't care about intentions. We care about outcomes.Our core values: speed, meritocracy, accountability, execution.Performance is impossible to hide.Role SummaryThis is the top operator role in Hospitality.You own the guest experience from turnover to ticket close. You systemize the chaos—housekeeping, guest service, maintenance, supplies.You build scoreboards that track every move. You lead a team where every deliverable is timed, tracked, and measured.Managers who "coordinate" without fixing KPIs will fail here.Responsibilities (Outcomes, Not Tasks)Hit 95%+ of turnovers marked Clean in PMS by 4pm within 90 days. Hit ≥95% SLA: first reply Recruit, train, and lead CS team for speed and quality. Launch coaching loop by Day 30. Launch maintenance triage system. Raise first-time fix rate to 90%+. Build inventory system with 98% accuracy. End stockouts by Day 60. Replace ad-hoc procurement with scheduled buys. Cut rush orders by 50% in 90 days. Stand up backup housekeeping vendor contract by Day 45. Publish daily scoreboard: turnovers, SLA, errors, backlog. 100% team adoption by Day 60. Clear guest ticket backlog daily. Zero tickets age past 24h. Create SOPs for turnovers, supply pulls, guest recovery. Audit weekly. Results (Success Looks Like…)95%+ turnovers Clean in PMS by 4pm. ≥95% SLA met: first reply 90%+ first-time fix rate for maintenance tickets. Inventory accuracy ≥98%. No stockouts. Procurement stabilized. Rush orders cut by half. Backup HK vendor active and in rotation. Team scoreboard live. 100% usage. No guest ticket >24h open. Requirements8+ years in hospitality ops. 3+ years leading multi-site or multi-market teams. Proof: you raised CSAT, cut costs, or fixed ops KPIs. Show numbers. Built and enforced SOPs. Shipped automations with Product/RevOps. Hands-on with PMS, CX tools, workforce planning. ⚠️ Interview warning: You will be asked to walk step-by-step through how you moved a KPI in your last role. If you can't, you don't pass.Who This Role Is NOT ForPeople who confuse effort with results. Managers who only delegate and don't do. Anyone afraid of real-time, direct feedback. Those who protect feelings over standards. Compensation & BenefitsCompetitive salary + 2026 equity + performance bonus tied to SLA, turnover, and CSAT. PTO. Your upside grows with the scoreboard.Core ValuesMeritocracy — Outcomes > effort. Performance is public and impossible to hide. Execution — Doers win. Prioritize, test, deliver fast. Radical Feedback — Real-time corrections. No politics. Championship Team — Only A-players. Mediocrity exits fast. 7 / 30 / 90 Day ScorecardDay 7 — Daily scoreboard live. Baseline SLA and turnover rate tracked. Top 3 blockers named with owners.Day 30 — SLA ≥90%. Zero guest tickets >24h. Inventory system draft in play. Backup HK vendor sourced.Day 90 — SLA ≥95%. 95%+ turnovers Clean by 4pm. 98% inventory accuracy. 90%+ maintenance first-time fix. Backup vendor live. Procurement stable.Why Join Us? Cloud9 is more than a company; it’s a community of dreamers, doers, and problem-solvers who share a common goal: delivering excellence in every interaction. If you’re passionate about innovation, value teamwork, and want to grow in a fast-paced environment, Cloud9 is the place for you. Together, we’re not just building better stays—we’re building a better way forward for the hospitality industry.Our Core ValuesMeritocracy – Performance is public, measurable, and rewarded. Execution – Doers win. Deliver fast, adjust faster. Radical Feedback – Real-time corrections, no politics. Championship Team – Only A-players stay. Mediocrity is cut. Cloud9 does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.