Guest Services Manager

Posted 1ds ago

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Manage incoming guest communications and reservations for luxury brand. Build trust and improve experiences in the contact center environment.

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

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