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 continuous improvement without requiring day-to-day COO direction.

Requirements- 5+ years of experience in customer service, reservations, or operations roles.- Proven experience managing teams in a high-volume or 24/7 support environment.- Experience working with omnichannel support tools (Whats

App, phone, email, OTA inboxes).- Hands‑on experience with AI-assisted support systems, chatbots, or knowledge bases.- Strong analytical skills and comfort using data to make staffing and operational decisions.- Proactive, autonomous, and ownership-driven mindset.- Excellent communication and leadership skills.- Comfortable working hands‑on.- Excellent attention to detail and problem‑solving abilities.- Fluency in English and Spanish.

Why Join Rental

Quest?- Be part of a founding team that has scaled travel and rentals across LATAM (Ex-Expedia, Hopper, Vacasa).- Help professionalize the $19B LATAM vacation rental market.- Join a company that blends AI, technology, and local expertise to drive growth.- Competitive compensation with performance incentives tied to results.#J-18808-Ljbffr

📌 Guest Operations & AI Optimization Manager (Colombia)
🏢 RentalQuest
📍 Colombia