Guest Experience Specialist

Talently; Colombia; Hybrid; COP 42,000,000 - 62,000,000; Full time

Job summary

Pentice is transforming hospitality by turning long-term luxury stays into unforgettable short-term experiences. As a Guest Experience Specialist in Bogotá, you will manage live guest issues from first contact to resolution, assist with access problems and stay-related concerns, and maintain calm, professional communication throughout interactions.

You will coordinate with internal teams, follow escalation procedures, and use AI tools to draft and summarize information.

Qualifications

• Experience in customer support, customer success or similar live-resolution roles.
• Native-level English with fluent speaking and writing.
• Proven ability to handle difficult customers with empathy and good judgment.
• Remain calm, prioritize tasks and act under time pressure.
• Strong ownership and follow-through.
• Experience with CRM/helpdesk/messaging tools.
• Experience using AI tools to support communication.
• Adaptable to evolving processes and contributing to improvements.

Responsibilities

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

Skills

Customer support experience

English proficiency

Empathy

Communication

CRM tools

AI tools usage

Time management

Ownership & follow-through

Hybrid Bogotá availability

Evening shift availability

Tools

CRM platforms

Helpdesk tools

Messaging platforms

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.

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.

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.