HEAD OF OPERATIONS

About AirNestWe are AirNest - a fast-growing professional management service for the hospitality sector.Founded in 2019, our mission is to become the market leader in boutique hospitality for the Canary Islands and beyond. To achieve this, we partner only with the best properties, equip them to the highest standards, and offer our guests a personalised experience that reflects the unique charm and culture of each location.We already manage 90+ listings, split between 3 boutique hotels, 4 apartment buildings and 25 vacation rentals across Gran Canaria. We are currently a team of 7 highly motivated people who enjoy working together, and share a passion for exceeding guest expectations through unparalleled service and attention to detail.About the roleWorking closely with the CEO, the Head of Operations will play a key role in the success of the business. Overseeing a team of dedicated housekeepers and maintenance staff, you will manage the daily operations for all of AirNest’s properties. You will ensure that each property is staffed, cleaned, maintained and stocked efficiently and to a high standard. You will strive towards operational excellence and continuously improve our processes, documentation and teamwork.Responsibilities includeLeadership & Management:Lead, motivate, and develop a team of approximately 7 employees across departments including Housekeeping, Front Desk, and Maintenance.Oversee team workload, goal-setting, performance, and development to ensure alignment with company objectives.Operational Excellence:Ensure the seamless operation of hotel, villa and apartment functions across a portfolio of 93 listings, maintaining the highest standards of service and hospitality.Manage daily schedules, task allocation, and timely communication to ensure operational efficiency in housekeeping, maintenance, and guest services.Manage the stock of supplies for each property and oversee warehouse inventory.Ensure high quality of services and facilities at each property by adhering to company standards and procedures.Financial Performance:Drive operating profit through efficient cost management and budget oversight for each property.Monitor, report, and analyse key performance indicators (KPIs) including operating profit, customer satisfaction scores, and employee Net Promoter Scores (NPS).Guest Experience:Uphold a commitment to exceptional guest experiences, ensuring high levels of satisfaction and repeat business.Manage guest reviews on platforms such as Booking.com, Airbnb, Trustpilot, and Google Maps, and implement improvements based on feedback.Ensure timeliness and quality of communication with guests to foster positive interactions and experiences.Innovation & Improvement:Continuously seek ways to improve operations and enhance the guest experience by monitoring guest satisfaction KPIs and suggesting actionable improvements.Onboard new properties to the portfolio following established onboarding SOPs, ensuring smooth integration into the AirNest system.Keep process documentation and the knowledge base up to date in Notion to support continuous improvement and team efficiency.Partnership Management:Manage relationships with external partners including laundry, cleaning, and maintenance services to ensure quality and reliability.RequirementsExperience: Senior Operations role experience within the hospitality industry, ideally in a boutique or luxury hotel environment. Proven ability to lead, inspire, and manage a large, diverse team.Leadership: Strong track record in hiring, managing, and developing a team. Ability to create, implement, and continuously improve processes.Customer Service: Exceptional customer service skills with a deep commitment to delivering outstanding guest experiences. Ability to foster a welcoming environment.Communication: Excellent interpersonal and communication skills in both Spanish and English. Proficient in time management and organizational abilities.Technical Skills: Proficiency in reservation software (PMS) and basic computer skills.Compliance & Diligence: Strong operational mindset to ensure compliance with Health and Safety regulations and adherence to Standard Operating Procedures.Financial Acumen: Solid understanding of financial management, including budgeting and reporting.Innovation: Ability to drive continuous innovation and improvement within the operation.Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred. Equivalent professional experience in senior operations roles within the hospitality industry will also be considered.Our ValuesAt AirNest, we believe in a people-first approach to hospitality. By prioritising the well-being and growth of our team, we ensure that they are empowered to deliver exceptional service to our guests. When our team feels valued and supported, they create memorable experiences that reflect the unique charm of our properties. This commitment extends to our community, where we strive to be a positive force, building strong local relationships and giving back. Additionally, we foster strong partnerships with our suppliers, ensuring that we consistently offer the highest quality products and services. At AirNest, this people-centred philosophy drives everything we do, creating a cycle of excellence that benefits everyone involved.Why Join Us?At AirNest, you’ll join a close-knit, passionate team dedicated to redefining boutique hospitality in the Canary Islands and beyond. As part of our innovative and fast-growing company, you’ll have the opportunity to lead and inspire a diverse team, drive operational excellence, and contribute to creating exceptional guest experiences. We value continuous learning, sustainability, and community commitment, offering a supportive environment where your ideas and leadership will directly impact our success. CompensationCompetitive salary of €25k-€35k basic (depending on experience) with additional annual bonus of 20% of salary based on achieving performance KPIs.How to ApplyInterested candidates are invited to submit their CV and a short email detailing why they would be a great fit for AirNest to info@airnest.es, or submit it directly through LinkedIn.