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AI Summary
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
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