Location:  London (Hybrid)
Type:  Full-time, permanent

ABOUT NEVERTHELESS AI

Nevertheless AI is building technology that will change how hotels serve their guests, at scale and without asking properties to compromise on the standards that define them. Our Smart Concierge platform, Jasper, is in active trial, with integrations across PMS, GRMS, IRD, and CRM infrastructure in development. The person who takes this role will help shape how that technology goes to market.

The founding team combines brand-level hospitality development with serious technology credentials. The ambition is industry-wide: to set a new standard for what guest experience looks like when the technology behind it is built by people who understand hotel operations from the inside.

This is an early-stage opportunity at a company with serious ambition. The right candidate will not just deploy a product. They will help define the commercial and operational model that takes it to market across luxury independents, branded full-service hotels, and mixed-use properties.

THE ROLE

Director of Hospitality Success is the primary relationship owner between Nevertheless AI and every hotel client we sign, from pre-sales, contract signature through to deployment, optimisation, and renewal. This is not a customer support function and not a sales support function.

The role requires credibility at the most senior level of hotel operations. You will hold relationships with General Managers and above, presenting Jasper's capabilities and performance in terms that land with experienced operators. You will onboard new properties with rigour, run review cadences with hotel leadership, and translate what you learn in the field into structured product intelligence that shapes the future development of Jasper.

RESPONSIBILITIES

Pre-Deployment and Onboarding

• Pre-sales clients liaison — finding the right properties and starting the conversations.

• Lead structured onboarding across departments at each new property, mapping existing PMS, GRMS, IRD, CRM and Internal Comms integrations and identifying friction points before they become incidents.

• Own the onboarding programme end-to-end. The speed and quality of each deployment directly affects our unit economics and our client relationships.

Operational Translation

• Act as the bridge between hotel operations teams and our product and technology team. Translate deployment decisions into language that lands in an operational context.

• Manage change within properties: briefing housekeeping, front office, and F&B teams on what Jasper does, what it does not do, and how it sits within their existing workflows.

Client Relationship Management

• Serve as the point of contact for each property post-deployment. Own the relationship through the full contract term.

• Run regular review cadences with hotel leadership, presenting Jasper performance data against the metrics that matter to them: TripAdvisor and Google rating movement, ADR uplift, IRD revenue contribution, and operational efficiency gains.

• Identify and develop expansion opportunities, including unactivated third-party integrations and adjacent properties within management groups.

Product Intelligence

• Capture edge cases, friction points, and feature gaps as they emerge in the field. Structure and prioritise this feedback and deliver it directly to the product and technology team on a regular cadence.

• This is a formal intelligence function. Ad hoc escalation is not sufficient. The product roadmap should be shaped, in part, by what you see and hear at the property level.

WHO YOU ARE

You are a hospitality professional who is genuinely excited by technology. You understand how hotels operate from the inside, and you are drawn to the role that technology is playing in reshaping the industry. You want to be closer to that change than a traditional hospitality career allows.

You are comfortable working without an established structure around you and are motivated by the opportunity to build one.

REQUIRED QUALIFICATIONS

Proven experience in hotel operations at senior level, with direct accountability in rooms division or general management across mid-tier to luxury five-star properties. Alternatively: a regional or portfolio-level operations role within a leading hotel management group, or a corporate asset or property management position with cross-portfolio accountability.

• Experience in a client-facing or commercial role within the hospitality technology sector is an advantage.

• PMS fluency. Opera, Mews, et al, are the baseline. Familiarity with how these systems interact with downstream integrations is expected.

• Commercial literacy: capable of building and presenting ROI frameworks to property and group-level decision-makers in terms of ADR, RevPAR, and NPS.

• Comfortable operating as a team of one. Self-directed, structured, and capable of prioritising without overhead.

PREFERRED EXPERIENCE

• Exposure to luxury and lifestyle hotel segments, independently managed properties, or mixed-use environments.

• Multilingual capability is an advantage. Nevertheless AI's ambition is global, and language capability opens doors within international hotel groups and across markets.

• Familiarity with the hotel system that make a property function, from PMS to BMS.

WHY THIS ROLE

This role sits at the intersection of two industries mid-transformation. If you have spent your career in hotels and found yourself drawn to the technology reshaping them, this is a rare opportunity to operate in both worlds at once, at the moment it matters most.

You will have a direct and lasting effect on how Nevertheless AI grows its relationships with some of the most discerning hotel operators in the world. The methodology you develop here becomes the foundation every future hire in this function inherits. The standards you set will define how the company is experienced by every client we sign.

To apply or enquire, contact  contact@neverthelessai.io