Guest Experience Lead

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 Every stay must feel effortless. Every guest should leave with a 5-star story. At Cloud9, we’re building a next-generation hospitality experience powered by operational excellence, speed, and smart systems. We’re looking for a Guest Experience Lead to help us elevate and scale our guest operations. This is not just a frontline role — it’s a hybrid between team coordination, performance management, and operational improvement. You will support a small team, own key service metrics, and help build the processes and systems that drive consistent, high-quality guest experiences. WHAT YOU’LL OWN (OUTCOMES, NOT TASKS) GUEST EXPERIENCE PERFORMANCE - Maintain guest satisfaction at 4.85+ monthly - Ensure <3 min average response time - Drive 80%+ recovery rate (angry guest → positive outcome) - Ensure zero unresolved tickets at week’s end - Maintain 100% SLA compliance on escalations TEAM COORDINATION & SUPPORT - Support and guide a small Guest Experience team in day-to-day operations - Reinforce service standards, tone, and quality across guest interactions - Help identify performance gaps and areas for improvement - Act as a go-to person for escalations and complex guest situations OPERATIONAL EXCELLENCE & SYSTEMS - Identify recurring guest issues and friction points across the journey - Audit team performance (response time, SLAs, ticket categories, etc.) - Build and improve SOPs, workflows, and QA processes - Partner with Ops / Engineering to automate repetitive inquiries - Use AI tools to improve speed, consistency, and efficiency CROSS-FUNCTIONAL IMPACT - Translate guest issues into actionable operational improvements - Help reduce inbound volume by addressing root causes - Support building a more scalable, system-driven guest experience WHAT SUCCESS LOOKS LIKE - Guest satisfaction consistently above 4.85 - Clear visibility into team performance through metrics - Faster response times and improved SLA adherence - Reduced repetitive inquiries through better systems and automation - A team that is supported, guided, and improving over time WHAT WE’RE LOOKING FOR - Experience in luxury hospitality, high-end customer service, or high-touch environments - Experience coordinating or managing small teams - Strong understanding of KPIs, SLAs, and performance metrics - Analytical and process-driven mindset - Ability to identify problems, structure solutions, and follow through with execution - Excellent written and spoken English (clear, polished, human communication) - Comfortable using tools like ChatGPT or similar AI tools to improve workflows NICE TO HAVE - Experience building SOPs or operational playbooks - Exposure to automation tools or workflow design - Experience handling high-stakes or VIP guest situations WHO THIS ROLE IS NOT FOR - People who prefer unstructured environments without metrics - Those uncomfortable with performance tracking and accountability - Candidates who only want to execute tasks without improving systems - People who avoid ownership of problems or outcomes 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…