.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
