Head of Operations at YourHost

• Are you are a star Head of Operations with real hospitality experience.Your Host Ltd is looking for an experienced Head of Operations to lead day-to-day hospitality operations across our growing portfolio.

Key Responsibilities

• Lead daily operations across front office, reservations, housekeeping, maintenance and guest relations, ensuring consistency with the Your Host brand and service standards.
• Manage and improve core KPIs: guest satisfaction GSS ≥ 90% ), NPS (≥ 50), complaint resolution time (< 2 hours), occupancy (≥ 85%), and room turnover time (< 45 minutes).
• Own operational budgets and cost control, tracking net operating profit, CPOR and revenue from upselling/cross-selling initiatives.
• Design and improve processes, ensuring compliance with safety, health and hospitality regulations across all properties.
• Build coaching and hold accountable a high-performing operations team with clear KPIs, structured training and a performance-driven culture.

Qualifications

• Hospitality operator with at least 5 years' experience in hotel, serviced apartment, or short-term rental operations, with a strong rooms division background.
• Commercially minded, comfortable working with budgets, forecasts, and P&L, and using data to make decisions.
• Tech-savvy and curious, familiar with PMS/hotel tech and open to new tools that improve efficiency and guest experience.
• A hands-on leader who can zoom in to solve a guest issue and zoom out to design the process so it does not happen again.