Remote Luxury Guest Services & Reservations Manager

Heirloom; Puerto Bogotá; Remote; COP 24,000,000 - 42,000,000; Full time

Benefits offered by this job

Remote work

Paid time off

Monthly bonus

Direct contract with U.S.-based luxury

Travel to the U.S.

Job summary

Heirloom, a luxury travel brand, seeks a Guest Communications Specialist to ensure warm, professional support and to close reservations for premium properties. You’ll be the first brand contact across text, email, phone, and live chat, with weekend availability and 4 days per week on 12-hour shifts.

Based in Bogotá for a paid in-person training week, you’ll collaborate with Guest Services and the Field Team, use CRM/VOIP tech, and apply cross-selling to meet revenue goals while delivering an

Qualifications

• Weekend availability required.
• Advanced English required (written and spoken).
• Based in Bogotá, Colombia for training.
• Minimum 3 years of customer service and/or luxury brand sales experience.
• Experience with cloud-based tech, CRM systems, and VOIP.

Responsibilities

• Manage all guest communications (texts, email, calls, and online messages).
• Represent Heirloom with professional, brand-aligned written communication.
• Facilitate collaboration between Guest Services and the Field Team to resolve issues.
• Address and resolve guest issues as the first point of contact.
• Build trust and empathy through courteous, brand-consistent messaging.
• Support guest screening processes to protect properties.
• Identify, follow up on, and close new reservations based on availability.
• Handle inbound calls and outbound sales calls to drive bookings.
• Anticipate customer needs and apply cross-selling techniques to meet revenue goals.
• Meet and exceed revenue targets and continuously improve the guest experience.
• Actively participate in team meetings.

Job description

Heirloom, a luxury travel brand, seeks a Guest Communications Specialist to ensure warm, professional support and to close reservations for premium properties. You’ll be the first brand contact across text, email, phone, and live chat, with weekend availability and 4 days per week on 12-hour shifts.

Based in Bogotá for a paid in-person training week, you’ll collaborate with Guest Services and the Field Team, use CRM/VOIP tech, and apply cross-selling to meet revenue goals while delivering an