Aileen Sanz

Operations Manager with a legal background specializing in property management, operational excellence, and strategic project leadership. Proven track record of building operations from the ground up, optimizing complex processes, and leading cross-functional teams while protecting client assets and delivering sustainable business results.

Chief Experience Officer & Strategic Projects Lead at HostAir MX (2025-01 – Present)

Promoted to executive leadership to oversee strategic initiatives, operational excellence, and business expansion. Promoted to lead the guest experience department during HostAir's domestic and international expansion.

• Built and led the Guest Experience department, recruiting, training, and developing the operational structure, SOPs, KPIs, and quality standards.
• Supported HostAir's expansion from 150 to 240+ properties across Mexico, Costa Rica, Colombia, and Spain.
• Standardized cross-functional collaboration between Guest Experience, Operations, Maintenance, Housekeeping, Accounting, and Executive Leadership.
• Recovered MXN $119,732 through Airbnb AirCover, securing full reimbursement in one of the company's largest property damage claims.
• Led complex owner escalations, financial disputes, and operational crises while protecting occupancy, revenue, and long-term client relationships.

Guest Experience Management Leader at HostAir MX (2024-01 – 2025-01)

Promoted to lead the guest experience department during HostAir's domestic and international expansion.

• Built and led the Guest Experience department, recruiting, training, and developing the operational structure, SOPs, KPIs, and quality standards.
• Supported HostAir's expansion from 150 to 240+ properties across Mexico, Costa Rica, Colombia, and Spain.
• Standardized cross-functional collaboration between Guest Experience, Operations, Maintenance, Housekeeping, Accounting, and Executive Leadership.
• Recovered MXN $119,732 through Airbnb AirCover, securing full reimbursement in one of the company's largest property damage claims.
• Led complex owner escalations, financial disputes, and operational crises while protecting occupancy, revenue, and long-term client relationships.

Operations Manager at HostAir MX (2023-01 – Present)

• Selected by the CEO to launch HostAir's first condominium administration business (BC45), designing the operational, legal, financial, and governance framework for a newly delivered 28-unit residential community remotely.
• Built the complete operating model, including SOPs, governance documentation, financial controls, vendor strategy, PROSOC registration, executive reporting, and the BC45 Master Legal File.
• Led post-construction handover, contractor coordination, regulatory compliance, homeowner onboarding, and the first General Assembly.
• Negotiated strategic vendor agreements, achieving 100% HOA fee collection during the first operating month while generating an operational surplus through cost optimization.
• Managed owner escalations, contractors, vendors, and regulatory authorities while protecting client assets and establishing operational systems that remained in use beyond my departure.

Guest Experience Specialist at HostAir MX (2023-01 – 2024-01)

• Supported a rapidly growing short-term rental portfolio, delivering guest and owner support across 150+ Airbnb properties.
• Protected nearly MXN $300,000 in projected revenue by successfully relocating 27 confirmed reservations during a strategic portfolio transition.
• Resolved complex operational conflicts involving guests, owners, vendors, and building administrations.
• Promoted twice within two years based on operational performance and leadership.

Legal Executive at Vergara-Miller Law Firm (USA) (2022-01 – 2023-01)

• Conducted bilingual legal consultations for U.S. immigration clients via phone and Zoom.
• Prepared and executed attorney-client representation agreements managing legal documentation through MyCase and Google Workspace.
• Coordinated client onboarding and case documentation within a fully remote legal practice.

Customer Service & Sales Manager at Casa Maya Art Gallery (2018-01 – 2022-01)

• Generated over MXN $500K in art sales every two months through consultative luxury sales.
• Served as interpreter and liaison during high-value negotiations between international collectors and renowned Mexican artists.
• Managed multilingual contracts, client communications, and post-sale support.

Receptionist at La Costa Suites Beach Hotel (2017-01 – 2018-01)

• Managed front desk operations, reservations, multilingual guest support, and concierge services for international travelers.

Bachelor of Laws in Law – Autonomous University of Sinaloa (U.A.S) Law Faculty

Technical Degree in Hospitality Services in Hospitality Services – Center for Industrial and Services Technological Baccalaureate (C.B.T.i.s.) No. 27