We’re looking for a Guest Experience Specialist to join our team and own guest interactions from booking through checkout.
This is a frontline, high-impact role where you’ll be the voice of Cloud9 — supporting guests, solving problems in real time, and ensuring every interaction feels thoughtful, personal, and efficient.
You’ll also play a key role in how we leverage AI and automation to deliver better and faster service. This is a great opportunity for someone who is excited about learning, experimenting, and working with modern tools in a real operational environment.
What You’ll Do
- Manage guest communication across channels (inquiries, bookings, in‑stay support, post‑stay follow‑up)
- Respond quickly and thoughtfully to guest needs, ensuring a high‑quality experience
- Resolve issues in real time, with a strong focus on empathy and problem‑solving
- Escalate complex cases when needed, ensuring smooth handoffs
- Personalize communication — balancing efficiency with a human touch
- Use internal tools, SOPs,
and AI solutions to improve speed and quality of responses
- Identify recurring guest issues and share insights with the team to improve operations
- Collaborate closely with operations and other teams to ensure a seamless guest journey
What We’re Looking For
- 2+ years of experience in customer service, guest experience, or customer success
- Excellent written and spoken English (native or near‑native level)
- Strong communication skills with attention to detail
- Ability to stay calm and solution‑oriented in fast‑moving situations
- Interest in AI tools, automation, and improving workflows through technology
- Comfortable working in a fast‑paced startup environment with evolving processes
- Strong sense of ownership and accountability
Nice to Have
- Experience in hospitality, short‑term rentals, or hotel operations
- Exposure to luxury or premium guest experience environments
- Familiarity with tools like ChatGPT, Gemini, Claude or other