About The Role
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 AI‐based workflows
Working Style
You're proactive and resourceful — you don't wait to be told what to do
You enjoy working with both people and systems
You're curious and open to learning new tools and ways of working
You care about delivering a great experience, not just completing tasks
Working Schedule
4 days on / 2 days off rotation
Shifts:
Morning: 8:00 AM – 5:00 PM (CST)
Late: 1:00 PM – 10:00 PM (CST)
Why Join Us?
Cloud9 is more than a company; it's a community of dreamers, doers, and problem‐solvers who share a common goal: delivering excellence in every interaction.
If you're passionate about innovation, value teamwork, and want to grow in a fast‐paced environment, Cloud9 is the place for you.
Together, we're not just building better stays—we're building a better way forward for the hospitality industry.
Our Core Values
Meritocracy – Performance is public, measurable, and rewarded.
Execution – Doers win.
Deliver fast, adjust faster.
Radical Feedback – Real‐time corrections, no politics.
Championship Team – Only A‐players stay.
Mediocrity is cut.
Cloud9 does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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📌 Guest Experience Specialist (Ai-Enabled) - Native Speaker (Bogotá)
🏢 Cloud9
📍 Bogotá