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 protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.