Guest Services Manager

About the role

Heirloom is looking for a Guest Services Manager to lead its Contact Center, the hub of guest communication for luxury short‑term rentals. The role is fully remote, with the incumbent based in Bogotá, and combines high‑level customer service with sales responsibilities.

Key responsibilities

• Manage all inbound guest communications (text, email, phone, online messages) following company policy.
• Represent the Heirloom brand with professional, written customer service.
• Coordinate with the Field Team to resolve issues at their root cause.
• Address and resolve guest concerns as the first point of contact.
• Support guest screening to protect properties, neighbors, and other guests.
• Identify, follow up on, and close new reservations based on availability.
• Handle inbound calls from prospects and make outbound calls to answer questions and close sales.
• Apply creative cross‑selling techniques and meet revenue targets.
• Continuously improve the guest experience and participate in team meetings.

Required profile

• Weekend availability is mandatory; schedule includes 4 × 12‑hour days with 3 fixed days off.
• Advanced English (written and spoken) – the role is conducted entirely in English.
• Based in Bogotá, Colombia (training includes a paid, in‑person week).
• Minimum 3 years of customer service and/or sales experience for a luxury brand.
• Strong negotiation, persuasion, and communication skills.

Required skills

• Experience with cloud‑based technology.
• Proficiency in CRM systems.
• Familiarity with VOIP platforms.

What we offer

• 100 % remote work.
• Bi‑weekly pay in USD.
• Paid time off.
• Monthly performance bonus.
• Direct contract with a U.S.‑based luxury brand.
• Opportunity to travel to the United States.