Guest Services Manager

About Heirloom Heirloom is a leading company in the U.S. luxury vacation rental sector, operating across multiple markets with a strong focus on operational efficiency, design, and hospitality excellence. 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 Englishthe 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.

-Requerimientos- Educación mínima: Universidad / Carrera técnica
años de experiencia
Idiomas: Inglés
Palabras clave: lider, jefe, gerente, manager, director, chief, lead, jefatura, regente