We are looking for a Guest Operations & AI Optimization Manager to lead our 24/7 Contact Center and Reservations team. This role owns the day-to-day performance of the team while also being responsible for continuously optimizing our AI-assisted support system, which currently handles approximately 65–70% of all inquiries.

This is a hands-on leadership role: the manager will combine people management, operational ownership, and active shift coverage, while ensuring that both humans and AI work together efficiently to deliver a world-class guest and owner experience.

Responsibilities

- Lead, coach, and manage the Contact & Reservations team, including 1:1s, performance feedback, and development.
- Act as the single owner of customer operations performance across people, processes, and AI.
- Own shift planning and schedules for a 24/7 operation, including holiday and vacation coverage.
- Actively cover shifts as needed while managing the team.
- Own escalations and ensure fast, high-quality resolutions.
- Continuously review and optimize AI responses, knowledge base content, and escalation patterns.
- Identify gaps or errors in AI answers and improve them by adding Q&As;, guardrails, or specifications, testing changes in a sandbox environment before deployment.
- Manage the audit process to ensure reservations and guest information are accurate and fully aligned with OTAs.
- Oversee collections and payments related to reservations, ensuring accuracy, timely follow-up, and proper issue resolution.
- Document and continuously improve customer service, reservations,



and escalation processes.
- Ensure consistent service quality, tone, and response standards across both AI and human interactions.
- Monitor operational metrics (inquiries per agent, AI vs. human resolution, response times).
- Proactively assess team capacity and justify hiring needs using data as the number of properties grows.
- Lead recruitment, onboarding, and training of new team members.
- Drive continuous improvement without requiring day-to-day COO direction.

Requirements

- 5+ years of experience in customer service, reservations, or operations roles.
- Proven experience managing teams in a high-volume or 24/7 support environment.
- Experience working with omnichannel support tools (WhatsApp, phone, email, OTA inboxes).
- Hands‑on experience with AI-assisted support systems, chatbots, or knowledge bases.
- Strong analytical skills and comfort using data to make staffing and operational decisions.
- Proactive, autonomous, and ownership-driven mindset.
- Excellent communication and leadership skills.
- Comfortable working hands‑on.
- Excellent attention to detail and problem‑solving abilities.
- Fluency in English and Spanish.

Why Join RentalQuest?

- Be part of a founding team that has scaled travel and rentals across LATAM (Ex-Expedia, Hopper, Vacasa).
- Help professionalize the $19B LATAM vacation rental market.
- Join a company that blends AI, technology, and local expertise to drive growth.
- Competitive compensation with performance incentives tied to results.

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📌 Guest Operations & AI Optimization Manager (Colombia)
🏢 RentalQuest
📍 Colombia