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 contin

📌 Guest Operations (Colombia)
🏢 RentalQuest
📍 Colombia