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TYPE OF WORK
Full Time
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WAGE / SALARY
USD $550-$650 per month
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HOURS PER WEEK
40
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DATE UPDATED
May 4, 2026
About INTO
INTO builds AI systems that handle real guest conversations for hospitality teams. Our software answers calls and messages, resolves routine issues, and knows when to bring a human into the conversation.
We work with property managers across North America and Europe who want reliable, 24/7 guest communication without growing large support teams. AI handles the bulk of interactions. Humans step in when judgment, empathy, or policy decisions are required.
Our focus is simple: protect guest trust, reduce unnecessary escalations, and make the system better every day through real operational learning.
About This Role
As a Guest Experience AI Specialist, you work directly with guests and our AI system to resolve issues, answer questions, and ensure a smooth guest experience across voice and messaging channels. **Think Guest Support Agent, Work From Home.**
Most guest conversations are handled by AI. Your role is to step in when situations require human judgment, context, or care — and to help make the system better over time by identifying where and why the AI falls short.
This is not a traditional support role. You are part of a human-in-the-loop operation where your decisions, feedback, and judgment directly shape how the AI performs in the future.
Shift: Day shift, 6:00am to 2:00pm Philippine Standard Time
What you will do
1. Handle guest escalations
- Take over guest conversations when the AI escalates due to uncertainty, sentiment, or policy limits
- Handle warm-transferred calls and complex text-based interactions
- Resolve issues calmly and clearly, balancing guest satisfaction with client policies
- Apply documented policies to make decisions, including refunds when appropriate
2. Protect guest experience quality
- Ensure guest interactions remain clear, respectful, and consistent
- Maintain context during AI ? human handoffs so guests never feel “dropped”
- Use judgment in ambiguous situations rather than relying on rigid scripts
3. Support AI learning and improvement
- Identify cases where the AI failed, misunderstood, or gave incomplete answers
- Tag, document, and explain issues clearly so they can be fixed
- Look for patterns across conversations, not just one-off problems
- Ensure your work contributes to fewer escalations over time
The goal is not to handle more conversations. The goal is to help the system work better.
4. Work within operational workflows
- Use the INTO platform and Guesty to manage conversations and documentation
- Follow escalation guidelines and handoff protocols
- Coordinate with your Team Lead and teammates via Slack
- Flag urgent or high-risk situations quickly and clearly
What you bring
- Experience in guest-facing, hospitality, or customer operations roles
- Strong written and verbal communication skills (English required)
- Calm judgment under pressure and in ambiguous situations
- Comfort working alongside AI systems and learning how they behave
- Willingness to follow policies while knowing when judgment is required
Nice to have
- Experience with messaging or voice-based support tools
- Familiarity with hospitality, short-term rentals, or property management
Compensation
- Range: USD $550 to $650 a month
- Additional compensation for weekend and holiday coverage
More information at:
Application at:
