Job Description

About Heirloom \nHeirloom is a leading provider of large-format, luxury short-term rentals on the national level. Our unique focus on providing word-class accommodations to discerning groups of travelers in premier travel destinations, combined with a tech-enabled and data-driven business strategy, has allowed Heirloom to quickly carve out a unique space for itself within the highly competitive and rapidly evolving luxury hospitality rental industry. \nBenefits:\nRemote work\nBiweekly pay in USD\nPaid time off\nOpportunity to work with a U.S.-based luxury brand.\nDomestic travel to the U.S. market\nIndefinite-term U.S. contractor agreement\nPosition Overview\nThe Assistant General Manager Remote Operations is a full-time contractor position based in Bogotá, Colombia, dedicated to supporting the General Manager in overseeing Heirlooms properties across the Gulf Coast Region. This role is designed to handle operational and administrative duties ensuring that each property runs smoothly and that guests receive a 5-star experience from afar. The Assistant GM works closely with the on-site teams in each city (e.g. Guest Concierges, Property Managers, Maintenance Technicians), but is not responsible for any physical on-property tasks.\nEssential Functions\nThe essential functions of the Assistant GM Remote Operations are grouped into three main categories:\nGuest Communications & Experience Support\nEnsure guests receive arrival instructions, access details, and important stay information in a timely manner.\nCoordinate with guest services and on-site teams to resolve escalated guest concerns, service requests, and maintenance issues.\nProactively connect with satisfied guests to encourage positive reviews and repeat bookings.\nMonitor guest feedback, identify improvement opportunities, and coordinate special touches or enhancements to elevate the guest experience.\nOperations & Administration\nManage maintenance and housekeeping tickets, ensuring timely task completion and follow-up.\nCoordinate vendors and service providers to maintain property standards.\nMonitor operational performance, identify trends, and support process improvements.\nEnsure SOP compliance and support the implementation of new procedures.\nUtilize tools such as Asana, Guesty, Slack, and Google Workspace to coordinate operations.\nTeam & General Manager Support\nProvide administrative support to the GM, including reporting, scheduling, and operational coordination.\nAssist with onboarding and training of team members and vendors.\nTrack team performance, scheduling, and task completion across markets.\nAct as a communication bridge between leadership, local teams, and guest services.\nSupport staffing coordination, PTO planning, and special operational projects.\nSuccess Measures\nHigh guest satisfaction and strong review performance.\nEfficient team utilization and timely task resolution.\nWell-maintained properties with minimal recurring issues.\nStrong communication, process improvements, and operational support.\nQualifications\nExperience: 5+ years of operations leadership experience, preferably in multi-site environments, with a strong track record in operational oversight and driving process improvements.\nCustomer-Facing Skills: Proven experience in customer-facing roles with strong service instincts, polished communication skills, and a track record of resolving issues professionally and empathetically; direct hospitality or travel industry experience is a strong plus.\nHospitality/Property Management Background: Preference given to candidates with backgrounds in hospitality, real estate, or property management, especially those familiar with short-term rentals, hotel operations, or luxury hospitality standards.\nCommunication: Excellent communication skillsboth written and verbalare essential for interacting with U.S.-based guests and teams; English fluency is a must. The ideal candidate can adapt their tone to suit different stakeholders, from guests to housekeepers to executives.\nTech & Systems Proficiency: Must be tech-savvy and proficient with tools like Asana, Property Management Systems (Guesty), Slack, and Google Workspace. Breezeway experience preferred. \nOrganizational Skills: Exceptional organizational skills and attention to detail are essential for managing multiple priorities, maintaining schedules, and tracking tasks across markets.\nProblem-Solving: A proactive, resourceful problem-solver who stays calm under pressure and quickly adapts to unexpected issues.\nDecision-making: Strong decision-making skills and the judgment to know when to escalate issues.\nEducation: Bachelors degree in Hospitality Management, Business Administration, or a related field is preferred (or equivalent professional experience). \nWork Authorization: Must be authorized to work as a contractor in Colombia. (If travel to the U.S. is required, the candidate should meet the criteria for obtaining a visa for short business visits.)\nLocation & Schedule\nLocation of Services: This remote role is based near Bogotá, with occasional in-person meetings requiring reasonable commuting distance.\nAvailability & Flexibility: Due to the unpredictable nature of hospitality operations, occasional after-hours or weekend availability is needed to handle urgent issues like guest emergencies or last-minute disruptions. While infrequent, these situations require timely responses to protect the guest experience and maintain smooth operations.\nTravel Expectations: This role does require occasional U.S. travel (12 times per year) for market visits, team summits, or on-site training; visa eligibility required. Travel will be planned in advance, and the contractor should be open to it and able to represent the company professionally.",