Review Manager

Heirloom Property Management; Región Centro; A distancia; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A growing vacation rental management company in Mexico is seeking a Review Manager to enhance guest satisfaction by actively managing reviews and resolving issues. The ideal candidate will possess a sales-driven mindset and excellent communication skills. The role offers a competitive base salary of 15,000 MXN per month, with performance bonuses bringing potential earnings to 45,000 MXN or more. Flexible remote work is also available.

Servicios

Flexible remote work

High bonus potential

Impact on guest satisfaction

Formación

• A person of absolute integrity and honesty with good follow-through.
• Confident on the phone, even with upset guests, and skilled at de-escalating issues.
• Hospitality, customer service, and sales background is a plus.

Responsabilidades

• Monitor and manage reviews across multiple platforms.
• Respond quickly and strategically to guest feedback.
• Call guests directly to resolve issues.
• Work with platforms to contest and remove unfair reviews.
• Track trends in reviews and provide feedback.

Conocimientos

Sales-driven mindset

Persuasive communication

Problem-solving attitude

Detail-oriented

Impeccable English communication

Descripción del empleo

About Heirloom Vacations

We manage a growing portfolio of over 150 vacation rentals in the Duluth, MN area and are passionate about delivering 5-star guest experiences. With that comes the challenge of handling feedback—good and bad. We generate hundreds of reviews a month and have a great reputation as a high-quality vacation rental management company. However, with our size and that many reviews, we do get some bad experiences that are shared with the public. We love our high-quality reputation and want to make it right with any guest that had a bad experience. That’s where this role comes in.

We’re seeking a Review Manager who combines a sales mindset with a problem‑solving attitude and who enjoys winning people over on the phone with tact and kindness. A huge part of the pay is based on creating win‑win solutions with guests to both “make it up to them” for disappointments during their stay, and where they are willing to remove or modify their review to reflect the new experience.

What You’ll Do

• Monitor and manage reviews across Airbnb, Vrbo, Google, and other platforms
• Respond quickly and strategically to guest feedback with a reputation‑protecting mindset
• Call guests directly—especially tough ones—to resolve issues and reduce the impact of negative reviews on future bookings
• Work with platforms to contest and remove unfair or inaccurate negative reviews
• Track trends in reviews and provide feedback to improve guest satisfaction and operations

Compensation Structure

• Base salary: 15,000 MXN per month
• Performance‑driven bonuses: bringing total pay potential up to 45,000 MXN per month or higher for top performers

Who You Are

• A person of absolute integrity and honesty with good follow‑through
• A persuasive communicator who thrives in high‑stakes conversations
• Confident on the phone, even with upset guests, and skilled at de‑escalating issues
• Sales‑driven—you know how to frame solutions, protect reputation, and drive loyalty
• Detail‑oriented, persistent, and proactive
• Hospitality, customer service, and sales background is a plus
• It is non‑negotiable that your verbal and written English be impeccable. You will be put to the test.
• It is also required to arrange a meeting for the hiring manager with one of your past 2 employers.

Why Join Us

• Be part of a growing vacation rental brand with high standards and big ambitions
• Flexible remote‑work
• Large bonus potential tied directly to your performance and results
• The chance to make a visible impact on guest satisfaction and company reputation
• Fun and hard‑working company culture

Apply now with your resume and a short note on why you’re the perfect fit for this results‑driven role. Be sure to complete the Predictive Index Assessment linked here. You will not be considered for the role without taking this quick job fit assessment: https://assessment.predictiveindex.com/bo/2v5/ReviewManager_Nov2025_41052