Guest Experience Specialist- English Native
Company:Cloud9
Location:United States, EST, PST
Languages:English
Seniority level:Entry, 2+ years
Experience:2+ years
Skills:
Artificial IntelligenceCommunication SkillsProblem SolvingCustomer serviceClient relationship managementQuality Assurance
Requirements:
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.
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. 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.
