Guest Services Manager

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

📋 Description

• Oversee all incoming guest communications, including text messages, emails, phone calls, and online messages, following company policy.

• Uphold the Heirloom brand in all interactions, placing a strong focus on delivering professional written customer service.

• Facilitate effective communication between Guest Services and the Field Team to address and resolve issues at their source.

• Serve as the initial point of contact for guest issues, addressing and resolving concerns promptly.

• Foster trust and empathy through friendly communication that aligns with the brand's values.

• Assist in guest screening processes to safeguard properties, neighbors, and fellow guests.

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

• Manage inbound calls from potential guests and initiate outbound calls to provide answers and secure sales.

• Anticipate and address customer needs while consistently employing innovative cross-selling techniques.

• Achieve and surpass revenue targets.

• Continuously enhance the guest experience.

• Actively engage in team meetings.

⛳️ Requirements

• Must be available on weekends.

• Proficient in advanced English, as the role is conducted entirely in English (both written and spoken).

• Must be located in Bogotá, Colombia (training includes a paid, in-person week in Bogotá).

• At least 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.

• Biweekly payments in USD.

• Paid time off.

• Monthly bonuses.

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

• Opportunity for travel to the U.S.