Head of Hospitality Operations

Job not on LinkedIn

October 22

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Cloud9

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Real Estate • B2C

Cloud9 is a luxury short-term rental and corporate housing provider offering curated penthouse and apartment stays, primarily operating in Chicago (The Loop, River West) and Bogotá, Colombia. The company appears to market high-end vacation and corporate rentals, handles bookings and sales inquiries, and targets individual travelers and business clients seeking temporary lodging.

11 - 50 employees

🏠 Real Estate

👥 B2C

📋 Description

• 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.

🎯 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. • ⚠️ 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.

🏖️ Benefits

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