Guest Services Manager

🔥 1 hour ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Heirloom

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏨 Hospitality

✈️ Travel

🛍️ eCommerce

Hospitality • Travel • eCommerce

Heirloom is a leading provider of large-format, luxury short-term rentals on the national level. With a focus on delivering world-class accommodations to discerning groups of travelers in premier travel destinations, Heirloom combines a tech-enabled and data-driven business strategy to carve out a unique space within the luxury hospitality industry. Founded by Daniel and Frank Glaser, Heirloom emphasizes high-quality home rentals that connect guests to local culture and community, offering ample space for groups to come together. The company operates over 100 properties in major travel destinations including New York, New Orleans, Austin, and Boston, all while ensuring a curated experience through managing and renovating each home to meet exacting standards.

📋 Description

• Manage all incoming guest communications via text messages, email, phone calls, and online messages • Represent the Heirloom brand in all guest interactions • 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 • 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 • 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

🏖️ Benefits

• 100% remote work • Biweekly pay in US dollars • Paid time off • Monthly bonus • Direct contract with a U.S.-based luxury brand • Opportunity to travel to the U.S • 2-hour paid break per 12-hour shift

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