Guest Experience Specialist

Location: Bogotá, Colombia (Hybrid)
Employment Type: Full-time
Department: Guest Success
Compensation: Base + Monthly Performance Bonus (review-based)

Overview / Application

Cloud9 exists to reinvent hospitality through AI-powered excellence. Every stay must feel legendary. Every guest leaves with a story worth 5 stars.

We don’t hire to fill seats. We hire killers who pull levers that move KPIs. Intentions don’t pay. Outcomes do.

Our core values: speed, meritocracy, accountability, execution.

Apply only if you speak flawless English, thrive on direct feedback, and want your paycheck tied to guest satisfaction.

Role Summary

This is a high-leverage frontline role. You own the guest journey from booking → checkout. You carry Cloud9’s reputation in your hands.

Managers who only “coordinate” won’t last here. We want doers who can recover angry guests, protect brand equity, and win reviews that drive bookings.

Thrivers are killers who move fast, solve problems live, and never hide behind policy.

Responsibilities (Outcomes, Not Tasks)

• Respond to all guest inquiries in under 3 minutes.
  

• Maintain guest satisfaction scores at 4.85+ monthly.
  

• Convert angry guests into documented 5-star reviews.
  

• Escalate unsolvable issues immediately (zero guesswork).
  

• Close tickets only after guest confirms happiness.
  

• Attend daily huddle and hit scoreboard metrics.
  

• Use trained SOPs + AI tools to reduce average handling time by 20%.
  

• Proactively identify and report recurring guest friction points.
  

• Ensure zero open tickets at week’s end.
  

• Personalize communications using your real name—no scripts that feel robotic.
  

Results (Success Looks Like…)

• Guest satisfaction holds above 4.85.
  

• Zero unresolved tickets at end of every week.
  

• 100% of escalations handled within SLA.
  

• Documented guest reviews cite YOU by name.
  

• Recovery rate: 80%+ of angry guests → positive review.
  

• Response time average: <3 minutes.
  

Requirements

• 2+ years luxury hospitality or high-touch customer service.
  

• Perfect spoken + written English. Zero grammar mistakes.
  

• Proof of KPIs moved in prior roles (NPS, CSAT, review scores).
  

• Ability to leverage AI tools (ChatGPT-level) for speed + accuracy.
  

• Thrives under daily coaching, public scoreboard, and radical feedback.
  

Interview Warning: You will be asked to walk step-by-step through how you moved a KPI in your last role. If you can’t, you fail.

Who This Role is NOT For

• People who confuse effort with results.
  

• Anyone afraid of direct, daily feedback.
  

• People who say “that’s not my job.”
  

• Those who need hand-holding or avoid accountability.
  

• Anyone who wants to coast without measurement.
  

Compensation, Benefits & Growth

• Base + Monthly Bonus: Hit 4.8+ reviews + zero open tickets to unlock upside.
  

• Benefits: PTO.
  

• Growth: Path to lead Guest Success as we scale.
  

• Compensation tied directly to guest outcomes.
  

Core Values

• Meritocracy – Outcomes > effort. Your performance is public.
  

• Execution – Doers win. SOPs followed, problems solved fast.
  

• Radical Feedback – Real-time coaching. No politics.
  

• Championship Team – Only A-players. Mediocrity cut fast.
  

7/30/90 Day Scorecard

• Day 7: First guest recovery executed + response time under 3 min.
  

• Day 30: Maintain 4.8+ guest score for the month + zero open tickets.
  

• Day 90: Consistently recover 80% of angry guests → 5-star reviews, full leverage achieved.
  

⚠️ Reality Check: Performance gets reviewed weekly in front of the team. Every guest conversation is analyzed. Bonuses rise or die by guest scores. If you want participation trophies, look elsewhere.