Head of Hospitality Operations

Location: Remote or Bogotá HQ
Employment Type: Full-time
Department: Operations
Compensation: Top-of-market salary + equity-tied upside + performance bonus

Overview / Application

Cloud9 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 Summary

This is a high-leverage operator role. If you work, Cloud9 unlocks ≥15% cost reduction in 90 days while elevating guest experience — the foundation for multi-city scale without cost bloat.

You will build the operating system of luxury hospitality: automation-first, KPI-driven, and scalable across markets. Managers who only “coordinate” will not survive. We want doers, killers, problem-solvers.

Responsibilities (Outcomes, Not Tasks)

• Cut costs: Drive ≥15% reduction in cost per occupied unit within 3 months.
  

• Renegotiate vendors: Reduce procurement spend by 10% in 90 days.
  

• Automate: Deliver ≥95% automation coverage across the guest journey with <2% error.
  

• Boost productivity: Reduce manual staff hours per occupied unit by 20% in 90 days.
  

• Elevate guest experience: Hold CSAT ≥4.95 during transformation.
  

• Audit excellence: Achieve ≥95% compliance on quarterly luxury standards.
  

• Rapid resolution: Ensure 80% of guest issues are resolved within 15 minutes.
  

• Systematize: Deliver 3 core SOP playbooks (housekeeping, maintenance, guest services) in 90 days.
  

• Scale proof: Validate playbooks in at least 1 new market pilot.
  

• Ops Academy: Launch a central training hub for expansion teams.
  

• Scoreboard adoption: 90%+ of teamsteam reporting KPIs within 60 days.
  

• Culture shift: Cut turnover by 10% YoY through recognition + accountability.
  

Results (Success Looks Like…)

• P&L shows ≥15% cost reduction, sustained for 4 weeks.
  

• 95% automation with <2% ops errors.
  

• Guest CSAT holds ≥4.95.
  

• Luxury audits pass at 95%+.
  

• 3 validated SOP playbooks live.
  

• New market pilot proves scalability.
  

• The KPI scoreboard is public, with 90%+ adoption.
  

• Team turnover down ≥10% YoY.
  

Requirements

• 5+ years in hospitality operations (luxury hotels, boutique groups, or tech-enabled STR).
  

• Proven history of cost control and process automation.
  

• Tactical execution skills: must prove KPIs you’ve moved.
  

• Player-coach: executes hands-on while leading.
  

• Fluent in guest-ops tools (PMS, IoT, dashboards).
  

• Bonus levers: multi-city scaling, Lean Six Sigma, boutique/luxury ops, automation tools.
  

⚠️ 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 For

• People 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, Benefits & Relocation

• Competitive salary + 2026 equity + performance bonus tied directly to cost savings & CSAT.

• PTO.

Core Values

• Meritocracy – Outcomes > effort. Performance is public.

• Execution – Doers win. Prioritize, test, deliver fast.

• Radical Feedback – Real-time corrections. No politics.

• Championship Team – Only A-players. Mediocrity cut fast.
  

7/30/90 Day Scorecard

• Day 7: Deliver baseline ops cost report.

• Day 30: Launch cost-cutting + automation pilot.

• Day 90: P&L validated ≥15% cost reduction. CSAT ≥4.95. 3 SOPs live. KPI scoreboard 90% adoption.
  

Cloud9 is not a family. It’s a championship team. If you want to build the operating system of scalable luxury hospitality, apply now.