About Heirloom

Heirloom 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.

General Overview

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.

Essential Functions

Function

Time Allocation

Onsite Services

• 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

40%

Concierge Communications

• 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.
• While guests are in-house, this role is responsible for addressing guest questions and concerns via phone call and written communication. This role will 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.

50%

Client Account Management

• Provide investors and ownership groups with:
• Ongoing communication for required expense approvals and key facilities matters
• Periodic meetings to check in about the operation

• Support the finance team by providing context on facilities and operations issues

10%

Requisites

A successful hospitality agent will anticipate guest needs, prevent and solve guest issues, and ensure that their assigned homes are damage-free and well maintained.

• 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)
• 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 drive to New Orleans, LA
• Must have a valid driver’s license, an upstanding driving record, and access to their own dependable truck and/or van

Schedule & Compensation

• This role is based out of Heirloom’s New Orleans office located at 5130 Tchoupitoulas St.
• The salary for this role will be commensurate with experience, and the guest concierge will also be eligible to participate in a bonus plan.
• Benefits package: Insurance, 401k, PTO, preferential rates at Heirloom properties, etc.
• A monthly gas stipend will be provided for the use of the vehicle for work
• This is a full time role that requires 5 work days/week, with 2 days off. Scheduled shifts are Monday, Thursday, Friday, Saturday, Sunday.
• 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).

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift

Experience:

• Hospitality: 1 year (Preferred)

License/Certification:

• Driver's License (Preferred)

Work Location: In person