Guest Services Manager

Description

Summary: This role involves managing guest communications, resolving issues, and closing luxury property reservation sales, focusing on providing a consistent, warm, and professional experience. Highlights: 1. Delivering exceptional customer service and closing reservation sales 2. Representing a luxury brand with professional written customer service 3. Building trust and empathy through friendly, brand-aligned communication **About Heirloom** ------------------ Heirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world\-class accommodations in premier destinations, combined with a data\-driven and tech\-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short\-term rental and property management space. **Role Summary** ---------------- Our Contact Center is the heart of guest communication operations. This team serves a critical dual function: delivering exceptional customer service 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 **Availability Requirement:** The schedule consists of 4 days per week, 12\-hour shifts (2\-hour break, 10 working hours), and 3 fixed days off each week. The work schedule includes weekend shifts. **What We Offer** ----------------- * 100% remote work * Biweekly pay in USD * Paid time off * Monthly bonus * Direct contract with a U.S.\-based luxury brand * Opportunity to travel to the U.S **Key Responsibilities** ------------------------ * Manage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy. * Represent the Heirloom brand in all interactions, with a strong emphasis on professional written customer service. * Facilitate communication between Guest Services and the Field Team to resolve issues at their root cause. * Address and resolve guest issues as the first point of contact. * Build trust and empathy through friendly, brand\-aligned communication. * Support guest screening processes to protect properties, neighbors, and other guests. * Identify, follow up on, and close new reservations based on availability. * Handle inbound calls from prospective guests and make outbound calls to answer questions and close sales. * Anticipate and respond to customer needs; consistently apply creative cross\-selling techniques. * Meet and exceed revenue goals. * Continuously improve the guest experience. * Actively participate in team meetings **Requirements** ---------------- * Weekend availability mandatory * Advanced English—the role is conducted entirely in English (written and spoken) * Based in Bogotá, Colombia (training consists of a paid, in\-person week in Bogotá) * Minimum of 3 years of experience in customer service and/or sales for a luxury brand * Experience with cloud\-based technology, CRM systems, VOIP, etc. * Strong negotiation, persuasion, and communication skills