HEAD OF OPERATIONS
AirNest – Canary Islands • April 2025
ABOUT AIRNEST
Airnest manages a curated portfolio of boutique hotels, vacation rentals, coworking spaces, and coliving properties across Gran Canaria. Founded in 2019, we focus on delivering consistent, high-quality guest experiences. Unlike large all-inclusive resorts, our model is built around offering guests an authentic connection to local culture based on personalised recommendations. Recently, we have expanded into coworking and coliving spaces designed for digital nomads, combining flexible living with a strong sense of community. Our team blends operational efficiency with personalised hospitality, building trusted relationships with guests, owners, and partners.
INTRODUCTION
Airnest’s revenue has grown 76 percent year-over-year, and we are on track to double again by mid 2026. We are looking for an operations leader who can both design and implement new processes and manage a growing team across key departments — front-desk, housekeeping, food and beverage, and maintenance.
ABOUT THE ROLE
This role is as much about building the systems that power daily operations as it is about leading the people who deliver the guest experience. You will translate SOPs, API integrations, and vendor contracts into a scalable, reliable operating model, while coaching and supporting the team to achieve high standards consistently. The role is based in Las Palmas, with a combination of office hours and property visits.
KEY RESPONSIBILITIES
Operational Strategy and Outcomes
- Build and adapt operational processes that enable high-quality guest experiences at scale.
- Manage and develop a high-performing team across front desk, housekeeping, food & beverage, and maintenance.
- Create a culture of operational excellence, accountability, and customer focus across all properties.
- Continuously improve workflows and service delivery based on guest feedback, operational data, and company growth goals.
Process Architecture
- Map and streamline every major guest-facing and back-office workflow, ensuring efficiency, clarity, and scalability.
- Maintain and evolve a version-controlled library of SOPs (Standard Operating Procedures) and SLAs (Service Level Agreements) aligned with our objectives and key results (OKRs).
Technology and Automation (in collaboration with Development team)
- Support the deployment of modular technologies, no-code tools, and API-driven integrations that enhance operational efficiency.
- Identify process areas that can benefit from automation and work with tech partners to adapt workflows accordingly.
People and Vendor Management
- Directly manage a team of ~10 internal employees (front desk, housekeeping, maintenance) and coordinate ~10 external contractors across three boutique hotels and multiple apartment properties.
- Recruit, onboard, and mentor new team members as the company scales.
- Design and run the weekly operations meeting and at least one bi-weekly one-to-one with every direct report.
- Negotiate and oversee vendor contracts, ensuring service quality, cost efficiency, and flexibility to support growth.
- Ensure quality standards across both guest services and property maintenance/equipment.
Financial Stewardship (in collaboration with Financial Controller and CEO)
- Co-own the operational P&L, balancing cost control with service quality.
- Deliver margin targets while funding operational innovations that improve guest experience and/or operational leverage.
Expansion Readiness (in collaboration with CEO)
- Build a scalable "playbook" for onboarding new properties and entering new markets, reducing launch time and increasing success rate.
- Lead operational due diligence on potential new properties to ensure operational feasibility and readiness.
CANDIDATE PROFILE
Essential
- Minimum five years experience managing operations teams and scaling processes in a customer oriented environment.
- Proven track record of improving margins and meeting KPIs
- Fluent in Spanish and English, written and spoken.
- Experience developing SOPs, process flows and SLAs to improve customer experience and increase operational efficiencies
- Ability to analyse operational data and develop reporting to track operational KPIs
COMPENSATION AND BENEFITS
- Competitive base salary commensurate with experience.
- Annual bonus tied to margin growth and guest‑satisfaction improvement.
- Long‑term incentive linked to RevPAR growth (Revenue Per Available Room).
- Relocation support and accommodation in the Canary Islands if required.
High autonomy, rapid iteration, and visible impact.
CULTURE AND VALUE
- Ownership without ego – We're a small, driven team where titles matter less than outcomes. You’ll take clear ownership of your area but also step into whatever needs doing.
- Progress over perfection – We prioritise making things work better every week: clearer SOPs, smoother handoffs, faster guest responses. No endless planning cycles—small wins drive big results.
- Direct and constructive communication – We keep feedback practical, transparent, and solution-focused. Problems are surfaced early, and we work through them without blame games or politics.
- Sustainable pace, island mindset – We push hard when needed, especially in peak seasons, but we value long-term energy. Living in the Canary Islands means making space for surf checks, hikes, and time outdoors when the work allows.
APPLICATION PROCEDURE
Apply via the careers section on our website: www.airnest.es
SELECTION PROCESS
- Stage 1: fifteen‑minute screening call (feedback within 48 hours).
- Stage 2: remote first‑round interview with set questions in Spanish and English.
- Stage 3: case study on a practical operations challenge, completed asynchronously and presented live.
- Final stage: meet the team and receive a formal offer.
AirNest is committed to becoming the Canary Islands’ premier boutique‑hospitality provider. The Head of Operations will be pivotal in transforming operational excellence into a lasting competitive edge.
