Cloud9 · 4 months ago
Guest Experience Specialist- English Native
United States
Full-time
Remote
Entry, Mid Level
2+ years expCloud9 is a company on a mission to revolutionize the hospitality industry with AI-driven execution. The Guest Experience Specialist is responsible for managing the guest journey, ensuring high satisfaction scores, and turning negative experiences into positive outcomes.
Hospitality
Responsibilities
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
Qualification
Required
2+ years of 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
Benefits
PTO
Company
Cloud9
About Cloud9 At Cloud9, we are on a mission to revolutionize the hospitality industry.
11-50 employees
H1B Sponsorship
Cloud9 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
2021 (5)
2020 (4)
Funding
Current Stage
Early StageCompany data provided by crunchbase