Guest Experience Specialist

Talently; Bogotá ciudad; Hybrid; COP 39,060,000 - 64,728,000; Full time

Job summary

pentice in Bogotá is seeking a Guest Experience Specialist to manage live guest issues from start to finish, ensuring timely resolutions and calm, professional communication. You will support guests with access problems, parking, and stay-related concerns, coordinate with internal teams, and use AI tools to draft and summarize information, reviewing output before use.

This role requires native English, experience with CRM/helpdesk, and the ability to work a hybrid schedule in Bogotá with three

Qualifications

• Experience in customer support or similar role with live issue resolution.
• Native-level English with excellent writing and spoken skills.
• Ability to stay calm, prioritize, and act under time pressure.
• Experience using CRM/helpdesk or messaging platforms across multiple conversations.
• Experience using AI tools to support communication and daily work.
• Willingness to work hybrid in Bogotá, three office days per week and fixed shift including evenings.

Responsibilities

• Manage live guest issues from initial contact through confirmed resolution.
• Support guests with access problems, parking questions, stay-related concerns, and other service issues.
• Clarify the situation, prioritize next steps, and keep the guest informed.
• Coordinate with internal teams and follow escalation procedures when needed.
• Maintain warm, calm, and professional communication during difficult interactions.
• Take responsibility for response speed and resolution time during assigned shifts.
• Confirm that the guest’s issue has been resolved before closing the conversation.
• Use AI tools to draft, summarize, and find information, reviewing the output before using it.
• Identify recurring problems and propose practical improvements.
• Document relevant information so teammates can follow through consistently.

Job description

At pentice, we are on a mission to revolutionize the hospitality industry. By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests. At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line.

Responsibilities

As a Guest Experience Specialist, the company expects you to...

• Manage live guest issues from initial contact through confirmed resolution.
• Support guests with access problems, parking questions, stay-related concerns, and other service issues.
• Clarify the situation, prioritize next steps, and keep the guest informed.
• Coordinate with internal teams and follow escalation procedures when needed.
• Maintain warm, calm, and professional communication during difficult interactions.
• Take responsibility for response speed and resolution time during assigned shifts.
• Confirm that the guest’s issue has been resolved before closing the conversation.
• Use AI tools to draft, summarize, and find information, reviewing the output before using it.
• Identify recurring problems and propose practical improvements.
• Document relevant information so teammates can follow through consistently.

Requirements

You are the person they are looking for if you have...

• Experience in customer support, customer success, guest services, or a comparable customer-facing role involving live issue resolution.
• Native-level English proficiency, with natural spoken communication and excellent writing skills.
• A track record of handling difficult customer situations with empathy and sound judgment.
• The ability to stay calm, prioritize effectively, and take action under time pressure.
• Strong ownership and follow-through, including checking whether a solution actually worked.
• Experience using CRM, helpdesk, or messaging platforms while managing multiple conversations.
• Practical experience using AI tools to support customer communication and daily work.
• The ability to work with evolving processes and contribute to improving them.
• Availability to work hybrid in Bogotá, including three office days per week.
• Reliability for a fixed shift within the team’s coverage window, including evening rotations.

They will love your profile even more if you have...

• Experience in hospitality, vacation rentals, or premium customer service.
• Supported English-speaking guests or customers in urgent, time-sensitive situations.
• Coordinated resolutions across customer service and operational teams.
• Identified recurring issues and helped improve procedures or support resources.
• Worked with response time, resolution time, and customer satisfaction metrics.