Head of Hospitality Operations

Cloud9

115d

About The Position

Cloud9 exists to redefine luxury short-term rentals: uncompromising five-star standards, powered by ruthless efficiency and automation. This 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.

Requirements

• 8+ 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.

Nice To Haves

• Experience in a fast-paced, high-growth environment.
• Strong analytical skills and data-driven decision-making.

Responsibilities

• Hit 95%+ of turnovers marked Clean in PMS by 4pm within 90 days.
• Hit ≥95% SLA: first reply <3 minutes, full resolution <2 hours.
• 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.

Benefits

• Competitive salary + 2026 equity + performance bonus tied to SLA, turnover, and CSAT.
• PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior