Hospitality Specialist

Glaser Property Management Inc; Bogotá; Remoto; COP 221.117.000 - 339.046.000; Tempo integral

Benefícios oferecidos por esta vaga

100% remotework

Biweekly pay in USD

Paid time off

Monthly bonus

Direct contract with a U.S.-basedluxy

Opportunity to travel to the U.S

Resumo da vaga

Heirloom is a U.S.-based luxury vacation rental brand seeking a Guest Communications specialist based in Bogotá, Colombia. The role focuses on delivering warm, professional guest support while driving reservation sales for luxury properties.

The position requires weekend availability, advanced English, and 3+ years in customer service or luxury sales. It is a 100% remote role with opportunities to travel to the U.S. and a direct contract with a U.S.-based brand.

Qualificações

• Advanced English is required for all written and spoken communication.
• Strong negotiation, persuasion, and communication skills are essential.
• Experience in customer service and/or sales for a luxury brand is expected.

Responsabilidades

• Handle all guest communications (texts, email, calls) per policy.
• Represent Heirloom with professional, brand-aligned writing.
• Coordinate with Guest Services and Field Team to resolve issues.
• Address guest questions and resolve issues as the first point of contact.
• Build trust and empathy through courteous, brand-consistent communication.
• Support guest screening to protect properties and neighbors.
• Identify and follow up on new reservations when available.
• Make outbound calls to answer questions and close sales.
• Anticipate needs and apply cross-selling techniques.
• Meet and exceed revenue goals.
• Continuously improve the guest experience.
• Participate actively in team meetings.

Conhecimentos

Advanced English

Negotiation

Communication

Sales experience

Customer service

Ferramentas

Cloud-based tools

Descrição da vaga

About Heirloom

HeirloomisaleadingcompanyintheU.S.luxuryvacationrentalsector,operatingacrossmultiplemarketswithastrongfocusonoperationalefficiency,design,andhospitalityexcellence.

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% remotework
• BiweeklypayinUSdollars
• Paidtimeoff
• Monthlybonus
• Direct contract withaU.S.-basedluxurybrand
• Opportunityto traveltotheU.S

Key Responsibilities

• Manage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy.
• Representthe 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.
• Addressandresolveguest issues as the first point of contact.
• Build trust and empathy through friendly, brand-aligned communication.
• Supportguest 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; consistentlyapply creative cross‑sellingtechniques.
• Meetandexceedrevenuegoals.
• Continuouslyimprovetheguestexperience.
• Activelyparticipatein teammeetings

Requirements

• Weekendavailability mandatory
• AdvancedEnglish—the role is conducted entirely in English(written and spoken)
• BasedinBogotácolombia (trainingconsistsofapaid,in‑personweekinBogotá)
• Minimumof3yearsofexperienceincustomer serviceand/orsalesforaluxurybrand
• Experiencewithcloudbased technology…....
• Strongnegotiation, persuasion, and communicationskills