Hospitality Operations Manager

About Us

Our 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.

About The Role

You are the heartbeat of Cloud9's daily operations.

If the guest lifecycle is the journey, you are the one paving the road, removing obstacles, and ensuring the experience is consistent, predictable, and exceptional.

You’ll coordinate on-the-ground operations, build SOPs that actually get used, automate the repetitive, prevent escalations before they happen, and keep the entire operation running on real-time data and tight execution.

Hospitality generalists who “help where needed” will struggle.

Operators who love structure, system design, and fast decision-making — you’ll thrive.

What You Will Do (outcomes, Not Tasks)

Operational Cadence

• Own the full guest lifecycle — from booking → stay → checkout — ensuring promises made are promises delivered.
• Maintain daily operational dashboards: occupancy, issues, turnaround times, response SLAs.
• Run daily/weekly coordination with Guest Experience, Cleaning, and Field Ops — no slippage.
  
  

Process, Systems & Automation

• Build, document, and continuously refine SOPs for all recurring workflows (turnovers, maintenance, vendor processes, escalations).
• Automate or streamline at least 2–3 manual workflows every quarter using tools like HubSpot, ClickUp, Guesty, Breezeway, or AI.
• Ensure every unit launch, turnover, and maintenance workflow is executed on time and to standard.
  
  

Quality & Reliability

• Ensure >95% of maintenance tickets are resolved within defined SLAs.
• Proactively identify operational gaps before they hit guests — no surprises.
• Enforce process compliance across internal teams and vendors.
  
  

Cross-Functional Leadership

• Coordinate with Marketing, Guest Services, and Ops to ensure seamless communication between departments.
• Build vendor accountability: clear SLAs, feedback loops, performance tracking.
• Support new market or unit launches with playbooks, checklists, and system readiness.
  
  

Data & Performance

• Maintain real-time operational reporting — cleaning times, unit readiness, issue categories, and satisfaction trends.
• Track and publish operational performance weekly (wins, misses, bottlenecks).
• Drive measurable improvements in efficiency, speed, and guest satisfaction.
  
  

Results (Success Looks Like...)

• Guest lifecycle is predictable, standardized, and consistently high-quality.
• Turnovers are on schedule and error-free.
• Maintenance response SLAs are met or exceeded 95%+ of the time.
• SOPs are followed, updated, and trusted as the source of truth.
• Automation reduces manual work across the team every quarter.
• No recurring operational issues — root causes eliminated, not patched.
• Locations operate smoothly without constant firefighting.
• Teams know exactly what to do, when, and how.
• Guests feel the difference — fewer escalations, higher ratings, repeat stays.
  
  

What we are looking for:

• 5–7 years in hospitality operations, property management, hotel/STR operations, or similar service-heavy environments.
• Strong experience managing guest lifecycle operations: check-in, expectations management, escalations, readiness, and vendors.
• Proven ability to build, document, and enforce SOPs and operational playbooks.
• Demonstrated success in system design, workflow automation, and tool implementation.
• Highly proficient with operational tools (e.g., HubSpot, ClickUp, Airtable, Notion, Zapier, Slack, AI tools).
• Fluent in English; Spanish is a strong plus.
• Exceptionally organized — nothing slips.
• Fast operator: bias toward action and immediate problem-solving.
• Calm under pressure and able to manage multiple moving parts at speed.
• Bonus: experience scaling hospitality/proptech startups or multi-location operations.
  
  

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.
  
  

What we offer

• Base: Base salary in COP
• Bonus: Up to 20% quarterly, tied directly to scoreboard metrics (CAC:LTV, direct bookings, brand sentiment, repeat bookings).
• Health coverage, PTO, wellness allowance.
• Relocation support if needed.
  
  

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 Values

• Meritocracy – 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.