Guest Experience Specialist - Hybrid Bogotá Support

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

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.