Guest Services Manager at Heirloom
Worldwide
<meta><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:12pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;"><span style="font-size:12pt;white-space:pre-wrap;">Role Summary</span></h2><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">Our Guest Communication team serves a critical dual function: delivering exceptional hospitality and personalized guest support while also closing reservation sales for luxury properties. As the first point of contact with the brand, this role is essential in ensuring a consistent, warm, and professional experience from the very first interaction.</span><br><br><b><strong style="white-space:pre-wrap;">Availability Requirement:</strong></b><span style="white-space:pre-wrap;"> The schedule consists of 4 days per week, working 12-hour shifts (including a 2-hour paid break, for a total of 10 working hours per shift), followed by 3 consecutive days off each week. This position requires weekend availability as part of the regular schedule.</span></p><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:12pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;"><span style="font-size:12pt;white-space:pre-wrap;">What We Offer</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">100% remote work</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Biweekly pay in US dollars</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Paid time off</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Monthly bonus</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Direct contract with a U.S.-based luxury brand</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;text-align:start;"><span style="white-space:pre-wrap;">Opportunity to travel to the U.S</span></li></ul><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;"><span style="font-size:12pt;white-space:pre-wrap;">Key Responsibilities</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Manage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Represent the Heirloom brand in all interactions, with a strong emphasis on professional written customer service.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Facilitate communication between Guest Services and the Field Team to resolve issues at their root cause.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Address and resolve guest issues as the first point of contact.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Build trust and empathy through friendly, brand-aligned communication.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Support guest screening processes to protect properties, neighbors, and other guests.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Identify, follow up on, and close new reservations based on availability.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Handle inbound calls from prospective guests and make outbound calls to answer questions and close sales.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Anticipate and respond to customer needs; consistently apply creative cross-selling techniques.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Meet and exceed revenue goals.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Continuously improve the guest experience.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Actively participate in team meetings</span></li></ul><h2 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:12pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;"><span style="font-size:12pt;white-space:pre-wrap;">Requirements</span></h2><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Weekend availability mandatory</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Advanced English—the role is conducted entirely in English (written and spoken)</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Based in Bogotá, Colombia (training consists of a paid, in-person week in Bogotá)</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Minimum of 3 years of experience in customer service and/or sales for a luxury brand</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Experience with cloud-based technology, CRM systems, VOIP, etc.</span></li><li style="margin:3px 0px;font-size:11pt;line-height:1.6;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Strong negotiation, persuasion, and communication skills</span></li></ul>
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