You power the world’s most ambitious hoteliers. I was one of them.
Five years as the final escalation point for a nine-property hospitality group across two countries, and before that a 20+ person distributed SaaS support team I was promoted to lead within two months. I understand what unresolved downtime costs an operator — in revenue, in reviews and in trust — because I have carried that cost myself.
What you asked for. What I bring.
Where the numbers come from.
- Grew to 3 cities in 3 years — first community coliving worldwide to scale this fast — ~110 guest capacity, 300+ Google reviews at 4.7–4.8
- Implemented and ran the full hospitality-tech stack hands-on, as the customer, from selection to go-live to daily ops
- Manager of managers: three property managers plus marketing, social-media and accounting leads report to me — 40 staff underneath, in Spanish and English
- Capacity and staffing planning across 9 properties: seasonal demand forecasting, headcount decisions, quarterly investor reporting
- Raised $800K across two rounds; run legal entities in Mexico, Colombia and Belgium
- Built a booking-engine SaaS (web embeds + mobile app), onboarded 10+ properties in the first month myself — the vendor side of the exact handoff this role owns — and the company was acquired
- Own and direct (not day-to-day manage) a hostel plus 5 tourism properties — finances, marketing, and the manager who runs it
- Online conference platform; promoted to lead a 20+ person distributed support team within 2 months of joining
Why a founder-operator instead of a career support director?
Because your charter is org-building — get leadership in place, install rigor, own the metrics — and that’s what founders do from zero. I run managers today, plan capacity across nine properties, and answer to investors quarterly. And what career onboarding directors can’t offer: I’ve sat on the customer’s side of every onboarding failure mode you’re hiring to fix — the channel-mapping error discovered after go-live, the training that didn’t stick, the handoff where context died. That asymmetry is hard to hire, and it’s precisely what “maniacal about customer experience” demands.
And your AI ambition isn’t abstract to me: I run my properties on AI agents I built — reconciliation, anomaly detection, reporting — which is also why I have a clear view of where AI genuinely serves a guest and where it merely delays the person who could have resolved the issue.
Two points I would rather state myself than have you discover later. Counting from Pathable I am approximately six years in, not the eight the posting specifies, and the support organisation I led numbered 20+ people, not 66.
Support that keeps customers. Let’s talk.
Available across European and North American time zones.