Guest Experience Specialist (AI-Enabled) - Native Speaker

Cloud9; Bogotá; Presencial; COP 109.473.069 - 182.455.116; Jornada completa

Descripción de la vacante

Cloud9 is looking for a Guest Experience Specialist in Bogotá. You will manage guest interactions from booking through checkout and resolve issues ensuring a thoughtful, personal experience. This role emphasizes utilizing AI for improved service. Ideal candidates have 2+ years in customer service, excellent English skills, and enjoy working in innovative environments.

This position requires proactive communications and a problem-solving approach in a fast-paced startup, with a 4-day on and 2-day off work schedule.

Formación

• 2+ years of experience in customer service or guest experience.
• Ability to stay calm and solution-oriented in fast-moving situations.
• Strong sense of ownership and accountability.

Responsabilidades

• Manage guest communication across multiple channels.
• Respond quickly and thoughtfully to guest needs.
• Resolve issues in real-time with empathy.

Conocimientos

Customer service experience

Excellent written and spoken English

Strong communication skills

Problem-solving ability

Interest in AI tools

Descripción del empleo

About The Role

We’re looking for a Guest Experience Specialist to join our team and own guest interactions from booking through checkout.

This is a frontline, high-impact role where you’ll be the voice of Cloud9 — supporting guests, solving problems in real time, and ensuring every interaction feels thoughtful, personal, and efficient.

You’ll also play a key role in how we leverage AI and automation to deliver better and faster service. This is a great opportunity for someone who is excited about learning, experimenting, and working with modern tools in a real operational environment.

What You’ll Do

• Manage guest communication across channels (inquiries, bookings, in‑stay support, post‑stay follow‑up)
• Respond quickly and thoughtfully to guest needs, ensuring a high‑quality experience
• Resolve issues in real time, with a strong focus on empathy and problem‑solving
• Escalate complex cases when needed, ensuring smooth handoffs
• Personalize communication — balancing efficiency with a human touch
• Use internal tools, SOPs, and AI solutions to improve speed and quality of responses
• Identify recurring guest issues and share insights with the team to improve operations
• Collaborate closely with operations and other teams to ensure a seamless guest journey

What We’re Looking For

• 2+ years of experience in customer service, guest experience, or customer success
• Excellent written and spoken English (native or near‑native level)
• Strong communication skills with attention to detail
• Ability to stay calm and solution‑oriented in fast‑moving situations
• Interest in AI tools, automation, and improving workflows through technology
• Comfortable working in a fast‑paced startup environment with evolving processes
• Strong sense of ownership and accountability

Nice to Have

• Experience in hospitality, short‑term rentals, or hotel operations
• Exposure to luxury or premium guest experience environments
• Familiarity with tools like ChatGPT, Gemini, Claude or other AI‑based workflows

Working Style

• You’re proactive and resourceful — you don’t wait to be told what to do
• You enjoy working with both people and systems
• You’re curious and open to learning new tools and ways of working
• You care about delivering a great experience, not just completing tasks

Working Schedule

• 4 days on / 2 days off rotation
• Shifts:
  1. Morning: 8:00 AM – 5:00 PM (CST)
  2. Late: 1:00 PM – 10:00 PM (CST)

Why Join Us?

Cloud9 is more than a company; it’s a community of dreamers, doers, and problem‑solvers who share a common goal: delivering excellence in every interaction. If you’re passionate about innovation, value teamwork, and want to grow in a fast‑paced environment, Cloud9 is the place for you. Together, we’re not just building better stays—we’re building a better way forward for the hospitality industry.

Our Core Values

• Meritocracy – Performance is public, measurable, and rewarded.
• Execution – Doers win. Deliver fast, adjust faster.
• Radical Feedback – Real‑time corrections, no politics.
• Championship Team – Only A‑players stay. Mediocrity is cut.

Cloud9 does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.