Guest Services Manager

Manage all incoming guest communications via text, email, phone, and online channels while representing the Heirloom brand with professional written customer service. Facilitate communication between Guest Services and the Field Team to resolve issues at their root cause, addressing and resolving guest problems as the first point of contact. Build trust and empathy through friendly, brand-aligned interactions while supporting guest screening processes to protect properties and other guests. Identify, follow up on, and close new reservations based on availability by handling inbound calls from prospective guests and making outbound calls to answer questions and close sales. Anticipate and respond to customer needs, consistently applying creative cross-selling techniques to meet and exceed revenue goals. Continuously improve the guest experience and actively participate in team meetings. Weekend availability is mandatory, with a schedule of four 12-hour shifts per week followed by three consecutive days off.