Guest Services Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Oversee all incoming guest communications through text messages, emails, phone calls, and online messages.

• Serve as a representative of the Heirloom brand during all guest interactions.

• Facilitate communication between Guest Services and the Field Team to address issues at their root cause.

• Address guest concerns as the initial point of contact and work towards resolution.

• Foster trust and empathy through approachable, brand-aligned communication.

• Assist in guest screening procedures.

• Identify, follow up on, and finalize new reservations based on availability.

• Manage inbound calls from potential guests and initiate outbound calls to respond to inquiries and secure sales.

• Utilize innovative cross-selling strategies.

• Achieve and surpass revenue targets.

• Continuously enhance the guest experience.

• Actively engage in team meetings.

⛳️ Requirements

• Availability on weekends is essential.

• Proficient in advanced English, as the role requires full communication in English (both written and spoken).

• Located in Bogotá, Colombia.

• Training includes a paid, in-person week in Bogotá.

• A minimum of 3 years of experience in customer service and/or sales within a luxury brand.

• Familiarity with cloud-based technologies, CRM systems, VOIP, etc.

• Excellent negotiation, persuasion, and communication abilities.

🏝️ Benefits

• 100% remote work opportunity.

• Biweekly payments in U.S. dollars.

• Paid time off.

• Monthly bonuses.

• Direct contract with a U.S.-based luxury brand.

• Possibility of traveling to the U.S.

• 2-hour paid break for every 12-hour shift.