About Cloud9
Cloud9 is an AI-native luxury short-term rental operator. We turn long-term luxury rentals into exceptional short-term stays, delivering hotel-grade quality to guests while helping property managers unlock the top-line potential of their buildings. We run 60+ units across 13 Class-A residential buildings in Chicago, and we're expanding city by city across the U.S. We exist to reinvent hospitality with AI-driven execution.
How we work: a small, AI-native team that builds 4:1 leverage. You work alongside Claude every day; AI is a co-pilot, not a buzzword. The team is distributed, some in Chicago, some in Latam. We move fast, decide fast, and cut politics. We don't hire to fill seats. We hire to pull levers that move numbers. Outcomes beat effort beats intentions.
We run on C.L.O.U.D.9, our culture operating system:
- C · Customer Obsession. If they're not raving, we missed it.
- L · Leadership Through Ownership. No passengers, only drivers.
- O · Operational Excellence. How we do one thing is how we do everything.
- U · Urgency With Intelligence. Act now, iterate later.




- D · Do the Right Thing. Character over convenience.
- 9 · The 9x Mindset. 10% better is safe; 9x better is unforgettable.

What this is
Cloud9 runs 60+ luxury units across 13 buildings, scaling past 100.
Guests expect five-star.
Right now, guest experience has no owner but the CEO, running it at partial capacity between forty other fires.
Response is slow. Missed calls fall through. The same problems get re-solved every week.
There is no SLA, no QA, no dashboard.
We are not looking for someone to help with that.
We are looking for someone to own it and never hand it back.
You will build the guest-experience function from zero:
- The standard
- The SLAs
- The escalation logic
- The QA scorecard
- The coaching cadence
- Eventually, the team

You will wire the tracking so the whole thing runs on numbers, not feelings.
You will use AI as the engine — triage, first-draft replies, SLA tracking

📌 Head of Guest Experience (Bogotá)
🏢 Pentice
📍 Bogotá