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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing guest communications and resolving issues effectively while representing the brand. Proficient in customer service and sales techniques, with a focus on enhancing the guest experience and achieving revenue goals.
Highest-signal resume keywords
Customer Service ExperienceSales TechniquesNegotiation SkillsAdvanced English ProficiencyCloud-Based Technology Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceSalesCross-Selling TechniquesIssue ResolutionGuest Screening
Soft Skills
Communication SkillsEmpathyTrust BuildingPersuasion Skills
Tools & Technologies
CRM SystemsVOIPCloud-Based Technology
Industry Keywords
Luxury BrandGuest ExperienceRevenue Goals
Tech Stack
Tools & technologiesCloudVoIP
About the role
Key responsibilities & impact- Manage all incoming guest communications via text messages, email, phone calls, and online messages
- Represent the Heirloom brand in all guest interactions
- 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
- 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
- Apply creative cross-selling techniques
- Meet and exceed revenue goals
- Continuously improve the guest experience
- Actively participate in team meetings
Requirements
What you’ll need- 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
Benefits
Comp & perks- 100% remote work
- Biweekly pay in US dollars
- Paid time off
- Monthly bonus
- Direct contract with a U.S.-based luxury brand
- Opportunity to travel to the U.S
- 2-hour paid break per 12-hour shift