Guest Services Manager

Role Summary

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.

Availability Requirement: 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.

What We Offer

• 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

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