Premium 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

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