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.

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

Required

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 $500 to $600 a month
Additional compensation for holiday coverage

Full-timeSpecialist, AI Guest Experience