Guest Experience Specialist (AI-Enabled) - Native Speaker at Cloud9

About Us

Our mission to revolutionize the hospitality industry. We exist to reinvent hospitality with AI-driven execution. By transforming long-term luxury rentals into exceptional short-term experiences, we deliver unparalleled quality and service to our guests.
At the same time, we empower property managers to unlock the full potential of their properties, maximizing their buildings top line. Our vision? To become the go-to solution for property managers across the U.S. We're expanding city by city, bringing our innovative approach and passion for excellence to new markets and communities. What makes Cloud9 truly unique isn’t just our commitment to service—it's our people. We believe in the power of teamwork to drive success. Whether you're a guest, a partner, or part of our team, you'll find collaboration, trust, and shared purpose at the heart of everything we do.

We don’t hire to fill seats. We hire to pull levers that move numbers. Outcomes > effort > intentions.

Our core values are speed, meritocracy, accountability, and execution.

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.