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 are expanding to 7+ U.S. cities. We exist to reinvent hospitality with AI‑driven execution.
C.L.O.U.D.9 – Culture Operating System
- Customer Obsession – If they’re not raving, we missed it.
- Leadership Through Ownership – No passengers, only drivers.
- Operational Excellence – How we do one thing is how we do everything.
- Urgency With Intelligence – Act now, iterate later.
- 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 service. Right now, guest experience has no owner but the CEO, and response is slow with missed calls falling through.
The same problems are re‑solved every week because there is no SLA, QA, or dashboard. We are looking for someone to own this and never hand it back.
What You'll Own
- The standard – what five‑star response looks like at Cloud9, defined and encoded, not left to whoever is on shift.
- The numbers – median first response under 5 minutes; 100% of missed calls called back inside 15 minutes; wire the tracking and live on the dashboard.
- The systems – SLAs, escalation trees, QA scorecard; built from scratch, documented, run by the team.
- The team – hire to your bar, coach on a cadence, and let people go when they don’t hold the line.
- The margin – refund and comp dollars are a number you protect; speed and quality can’t be bought by giving away margin.
- The AI stack – build with LLMs, knowledge base, automated responses, triage, alerts; own what ships.
What Success Looks Like
- Day 30. Instrumentation live. The current mess is
📌 Head of Guest Experience (Bogotá)
🏢 Cloud9
📍 Bogotá