About the position
Heirloom is a leading provider of large-format, luxury short-term rentals on the national level. Our unique focus on providing world-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. Heirloom is committed to a 5-star guest experience. We created this role to provide guests with a dedicated point of contact before and during their stays. Instead of being a generalist communications agent serving all guests and properties, this role is assigned to serve specific properties and developments to provide a higher touch guest experience. This role was designed to ensure that while we grow rapidly, we create and maintain a unique luxury standard of service and improve our response time to guest concerns.
Responsibilities
- Provide in person support for guests during heavy check in and check out periods, ensuring that guests' first and last impressions of Heirloom are positive and create repeat guests.
- Partner with management in the development of field trials for add-on services, providing feedback on new programming and operational support and building a test site for best in class luxury experiences.
- Build positive relationships in the community by ensuring that our homes are great neighbors from an aesthetic, cleanliness, and noise standpoint.
- Work collaboratively with property operations to expedite maintenance ticket completion, particularly in cases of guest discomfort or distress, and coordinate onsite maintenance as well as guest support and resolution.
- Provide a seamless, single point of contact experience for guests at specific properties and developments.
- Process all incoming guest communications (text, email, phone call, online message, etc) in accordance with company policy.
- Elevate guest experience for VIP guests and provide unique anticipatory hospitality for guests who are visiting for special occasions.
- Communicate with guests on the day of arrival, ensuring that they have completed the guest verification portal, are in agreement with our house rules and usage agreement, and have received accurate check in information in a timely manner.
- Perform mid stay check ins with guests to ensure continuity in quality of guest experience and pre-emptively address issues that arise throughout guest stays.
- Address guest questions and concerns via phone call and written communication while guests are in-house.
- Take ownership over closing the loop on any maintenance/facilities concerns that may arise during guests stays.
- Process claims related to damage caused by guests, acting as a liaison between Heirloom and travel platform support.
- Provide investors and ownership groups with ongoing communication for required expense approvals and key facilities matters.
- Conduct periodic meetings to check in about the operation.
- Support the finance team by providing context on facilities and operations issues.
Requirements
- Experience working in a luxury hospitality environment.
- 1-3 years of experience working in a customer service role.
- Native fluency in English (spoken, written, and reading).
- Experience using industry apps to perform and manage work.
- Excellent verbal and written communication skills - Polished telephone manner.
- High energy - thrives in a fast-paced work environment.
- Lives in or within a 30 minute commute to downtown Savannah.
- Must have a valid driver's license, an upstanding driving record, and access to their own dependable personal transportation.
Benefits
- This position may require work after hours and/or occasionally during holidays.
- This role has both an in-office (60%) and on-site component (40%).
- On-site time is to be concentrated around periods of arrival and departure for guests (Thursday and Friday afternoon/evenings, Sunday and Monday mornings).
