Guest Services Manager

Glaser Property Management INC - Bogotá, D.C., Bogotá, D.C.

Descripción de la oferta

$ 5.500.000,00 (Mensual) Contrato a término indefinido Tiempo Completo Remoto

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 Contact Center is the heart of guest communication operations. This team plays a critical role in delivering exceptional guest support and ensuring a seamless experience for guests staying at our luxury properties. As the first point of contact with the brand, the Guest Services team is responsible for providing timely assistance, resolving inquiries, and creating a warm, professional, and consistent experience from the very first interaction. Benefits: 100% Remote work flexibility Biweekly pay in US Dollars Paid time off Bonuses available Travel and gain valuable exposure to the U.S. market Indefinite-term U.S. contractor agreement Key Responsibilities Manage all incoming guest communications (text, email, calls, and online messages) in accordance with company policy Represent the Heirloom brand in every interaction, with a strong emphasis on professional written communication Facilitate coordination between Guest Services and Field Operations to resolve issues at the root cause Handle and resolve guest concerns as the first point of contact Build trust and rapport 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 conduct outbound calls to answer questions and close sales Continuously enhance the guest experience Actively participate in team meetings Schedule The schedule consists of 4 days per week, 12-hour shifts (2-hour break, 10 working hours), and 3 fixed days off each week. The work schedule includes weekend shifts. Requirements Advanced English proficiency (the role is fully conducted in English, written and spoken) Based in Bogotá (2-week paid, in-person training in Bogotá) Minimum of 3 years of experience in customer service and/or sales for a luxury brand Experience with cloud-based tools, CRM systems, VOIP, and similar technologies Strong negotiation, persuasion, and communication skills.

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