Global Hotel Operations Specialist

Our Mission: Why Lighthouse?  At Lighthouse, we’re on a mission to revolutionize commercial strategy as hospitality’s most powerful AI platform. We take the world's largest hotel data network and transform it into real-time intelligence that drives action. We don't just deliver insights; we empower businesses to make decisions that move revenue.  With $370M in Series C funding and over $100M in ARR, we are scaling at lightspeed. Our 850+ teammates across 35 countries aren't just building software—they are leveraging cutting-edge AI to help hoteliers be the first to act. Tens of thousands of hotels across 185 countries trust Lighthouse to execute their commercial strategy, including every one of the top 15 global chains and thousands of independent hotels that consistently outperform their markets. With Lighthouse AI, the intelligence gets deeper. Decisions get smarter. Actions get faster. We help hoteliers be first to act. Lighthouse Values: Our guiding light We are Lumineers. Our shared values keep us on a collaborative path fostering a cultural and customer centric environment * Pursuit of greatness: We’re innovators who care deeply about our customers’ success. Our team brings their best work, stays curious, and delivers excellence through attention to detail * Meaningful work matters: We make every moment count by knowing what to deliver, why it matters, and how it drives Lighthouse forward * Elevate each other: We don’t just work together - we grow together. What unites us is understanding each other as people and working toward shared goals We’re more than just a workplace – we’re a community. Collaborative, fun, and deeply committed, we work hard together to revolutionize the hospitality sector. Are you ready to join us and shine brighter in the industry’s most exciting rocket-ship? 🚀 Job Details * 💼 Customer Operations  * 📍 Spain remote * 🕜 Full-Time Remote What you will do As a Retention Specialist, you will help establish Lighthouse’s dedicated retention capability for non-managed accounts, acting as the first line of defense against churn. This is a hands-on operator role: you will handle churn requests, investigate account risks, apply retention playbooks, create recovery plans, and execute scalable outbound interventions that protect recurring revenue. You will combine data, persuasive objection handling, automated workflows, and AI tools to improve win-back outcomes and follow each case through to a clear resolution. Where you will have impact * Protect recurring revenue: Turn timely, account-level intervention into stronger renewals, fewer cancellations, and improved win-back outcomes across the non-managed customer segment. * Recover customers in distress: Build credible, tailored plans that address the reasons customers intend to leave and give them a clear path back to value. * Build a scalable outbound motion: Move beyond reacting to churn requests by combining predictive risk signals, digital campaigns, and targeted human outreach. * Strengthen case ownership: Create a reliable end-to-end approach in an area where ownership of non-managed account churn is currently limited. * Optimize retention ROI: Use case outcomes and performance insights to refine playbooks, workflows, and Lighthouse’s engagement model over time. * Provide account-level intervention: Handle the specific, hands-on work required when general retention campaigns are not enough. * Protect larger customer relationships: Lead the response when risks emerge in larger accounts while coordinating closely with the relevant commercial and customer teams. * Generate actionable insight: Log churn reasons and identify recurring customer pain points, creating a feedback loop that strengthens lifecycle campaigns, informs product priorities, and helps commercial teams focus their time effectively. About our team You’ll join a collaborative, high-visibility team working at the intersection of Customer Engagement, Customer Operations, and broader post-sales functions. This role partners closely with stakeholders across customer engagement, customer care, account management, and product-related teams to improve how Lighthouse supports customers at scale. What's in it for you? * Flexible working environment: Work from home or at one of our global offices. * Flexible time off: Autonomy to manage your work-life balance. * Alan Healthy benefits: 160€/month for food or nursery. * Payflow App: Access your earned salary in advance at no cost to you. * Flexible retribution: Optional benefits through tax-free payroll deductions for food, transportation and/or nursery.  * Wellbeing support: Subsidized up to 80% ClassPass subscription. * Comprehensive health insurance: 100% Alan coverage for you, your spouse, and dependents. * Collaborative team: High-bar, friendly, creative, and passionate colleagues. * Career development: Workshops, frameworks, tools, training, and processes to realize your full potential. * Impactful work: Shape products relied on by 85,000+ users worldwide. * Competitive compensation: Proactively maintained to value your work. * Referral bonuses: Earn rewards for bringing in new talent. Who you are * At least 2 years of experience in customer care, onboarding, engagement, retention management, or a related customer-facing role. * Strong knowledge of the hospitality industry, including hotel operations, property management, and revenue systems. * Experience in outbound customer engagement and objection handling, including influencing customers who are at risk or have already decided to leave. * Hands-on experience using customer engagement and CRM platforms such as Gainsight, Intercom, and Salesforce. * Confidence using AI tools to improve workflows, solve problems, and support execution. You’re curious, resourceful, and able to apply AI in practical ways rather than treating it as a buzzword. * A self-starter mindset with the autonomy to identify the right next steps, execute without dropping the ball and build momentum without waiting for constant direction. * Solid analytical, problem-solving, and troubleshooting skills, enabling you to diagnose churn risk and translate findings into a practical recovery plan. * Comfort managing multiple short-term, account-specific initiatives at once. Diversity, equity, inclusion, and belonging Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is part of our culture. If you require reasonable accommodation at any point during the application or interview process, please notify your recruiter. Not ticking every box? No problem! We value diverse backgrounds and unique skill sets, and we encourage individuals from all walks of life to apply. If your experience looks a little different from what we've described, but you're passionate about what we do and are a quick learner, we'd love to hear from you! ---------------------------------------------------------------------------------------------------------------------------------- Learn more about our careers and recruitment process [https://www.mylighthouse.com/company/careers] | Our company and leadership team [https://www.mylighthouse.com/company/about] | Beware of recruitment scams [https://www.mylighthouse.com/company/beware-of-recruitment-scams]

Your Mission Should You Choose To Accept It: As our Regional Trainer Specialist (Iberia), you are the driving force behind learning, development, and capability building across our hubs. Acting as our learning ambassador, you deliver impactful onboarding and training experiences while embedding a culture of continuous learning in our operations. You combine hands-on training delivery with real-time coaching on the floor, ensuring that learning doesn’t stop in the classroom but translates into everyday excellence. From product knowledge (Stay, F&B, Membership) to leadership development, you empower our teams and leaders to elevate performance and create exceptional guest experiences. You thrive on bringing people together, inspiring growth, and turning business needs into meaningful learning journeys. By partnering with General Managers, Regional Directors of Operations, and People teams, you identify development opportunities and help shape the future of our talent across Iberia. In Case You Do Not Know Who We Are (ahem): Redefining hybrid hospitality since 2012, The Social Hub sets standards on a global scale. Offering a community-driven, socially inspired hotel concept with student accommodation, as well as long and short hotel-stay options, eat & drink, gym, rooftop bar facilities, and coworking & membership for every demographic, the company’s success is unprecedented. With 22 hotels in 8 countries, The Social Hub is a fun, creative and inspiring environment where everyone can work, stay, learn, and play. Thanks to an exceptional international team of changemakers, our one goal is to make society a better place for everyone.   What You'll Do: * You’ll deliver engaging onboarding programs and training sessions (in-person & virtual) across Iberia, covering skills, behaviors, and product knowledge (Stay, F&B, Membership). * You’ll localize learning content, ensuring it reflects regional culture and operational needs while maintaining The Social Hub's standards. * You’ll coach leaders on the floor, observing performance in real time and providing structured feedback to embed learning into daily practice. * You’ll partner with General Managers, Regional Directors of Operations, and People Partners to identify development needs and drive leadership capability. * You’ll act as a trusted advisor to operational leaders, translating business priorities into targeted learning and development initiatives. * You’ll coordinate local training partners and develop in-house trainers to scale learning impact across hubs. * You’ll track and evaluate training effectiveness using performance data, guest feedback, and audits, continuously improving learning programs. Who You Are: * You bring solid experience in hospitality operations (4*/5* lifestyle brands or similar), across departments such as Front Office, Rooms, Food & Beverage, Marketing & Events, or Membership. * You have experience delivering and/or facilitating training programs, ideally including onboarding. * You’re a natural facilitator with the ability to engage diverse audiences and create impactful learning experiences. * You combine strong interpersonal skills with a coaching mindset—you listen, observe, challenge, and support growth. * You’re highly organized and comfortable coordinating multiple learning initiatives and stakeholders. You thrive in a fast-paced, multicultural environment and enjoy collaborating with cross-functional teams. * You’re creative, detail-oriented, and passionate about learning design and delivery. * You’re digitally savvy, ideally with experience using Learning Management System platforms or intranet tools. * You are fluent in English and Spanish (required). You are eligible to work in Spain and willing to be based in Barcelona with frequent regional travel. What Do We Offer You: * The opportunity to work at a dynamic, multi-national company based in one of Europe’s most exciting cities  * We’re not just another hotel - we’re a game-changing innovator, challenging every convention and defining the future * The chance to learn and grow in your role with the potential for future growth * Awesome discounts on all our properties in Europe and not just for you, but also for your friends and family! * The freedom to work remotely or to come to the office – whatever suits you best! * A wonderful workplace to call home - full of events, fun-loving colleagues, and of course all of the other amazing salary and benefit stuff    Where people come together, committed to providing the best space, experience, and co-working space for our community and even more so, the people who work for The Social Hub. With everything from mental health support to leadership training and more, we are here to help you grow as much as we do as a company. We promote a workplace where society comes together to do better and we do this no matter the age, gender, sexual orientation, ethnicity, and national origin. Your fascinating characteristics are what make us different, so come as you are.