Job Description

About Heirloom\nHeirloom is a leading company in the U.S. luxury vacation rental sector, operating across multiple markets with a strong focus on operational efficiency, design, and hospitality excellence.\nRole Summary\nOur Guest Communication team serves a critical dual function: delivering exceptional hospitality and personalized guest support while also closing reservation sales for luxury properties. As the first point of contact with the brand, this role is essential in ensuring a consistent, warm, and professional experience from the very first interaction.\nAvailability Requirement: The schedule consists of 4 days per week, working 12-hour shifts (including a 2-hour paid break, for a total of 10 working hours per shift), followed by 3 consecutive days off each week. This position requires weekend availability as part of the regular schedule.\nWhat We Offer\n100% remote work\nBiweekly pay in US dollars\nPaid time off\nMonthly bonus\nDirect contract with a U.S.-based luxury brand\nOpportunity to travel to the U.S\nKey Responsibilities\nManage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy.\nRepresent the Heirloom brand in all interactions, with a strong emphasis on professional written customer service.\nFacilitate communication between Guest Services and the Field Team to resolve issues at their root cause.\nAddress and resolve guest issues as the first point of contact.\nBuild trust and empathy through friendly, brand-aligned communication.\nSupport guest screening processes to protect properties, neighbors, and other guests.\nIdentify, follow up on, and close new reservations based on availability.\nHandle inbound calls from prospective guests and make outbound calls to answer questions and close sales.\nAnticipate and respond to customer needs; consistently apply creative cross-selling techniques.\nMeet and exceed revenue goals.\nContinuously improve the guest experience.\nActively participate in team meetings\nRequirements\nWeekend availability mandatory\nAdvanced Englishthe role is conducted entirely in English (written and spoken)\nBased in Bogotá, Colombia (training consists of a paid, in-person week in Bogotá)\nMinimum of 3 years of experience in customer service and/or sales for a luxury brand\nExperience with cloud-based technology, CRM systems, VOIP, etc.\nStrong negotiation, persuasion, and communication skills",