Luxury Hospitality Specialist Remote South Africa -
Luxury Hospitality Specialist Remote South Africa -
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Salary Not Disclosed
1 Vacancy
Job Description
Job Title: Luxury Hospitality Specialist
Job Type: Fulltime Remote Offshore
Position Overview:
The Hospitality Specialist is often the first point of contact guests have with Heirloom. This role involves communicating with:
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Prospective guests (pretransaction): Converting leads into reservations.
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Confirmed guests (posttransaction): Providing exceptional customer support before during and after their reservation.
The Hospitality Specialist ensures that guests with confirmed reservations—whether arriving soon currently staying or recently departed—receive accurate timely and brandconsistent communication at all times. This role also involves working with various tools and platforms to enhance operational efficiency.
Essential Functions:
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Guest Communications: Process all incoming guest communications (text email phone calls online messages etc. in accordance with company policy.
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Brand Representation: Represent the Heirloom brand in all communications emphasizing effective and professional customer service especially in written interactions.
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Team Coordination: Facilitate communication between the Guest Services team and Ground Team to resolve escalations addressing root causes of issues.
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Issue Resolution: Troubleshoot issues with guests and serve as the first point of contact for all Heirloomguest interactions.
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Relationship Building: Build rapport and trust with customers through friendly engaging and brandconsistent communication.
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Guest Screening: Assist with and understand guest screening measures to protect our homes guests and neighbors from noise nuisance and other potential issues.
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Sales & Reservations: Identify pursue track and close new reservation sales based on availability. Accept inbound calls from prospective guests and make outbound calls as needed to answer questions and facilitate sales.
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Customer Needs: Preempt understand and address customer needs finding creative ways to crosssell services.
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Revenue Goals: Meet and exceed revenue targets.
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Guest Experience: Continuously work to improve the guest experience.
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Team Meetings: Participate in and contribute to all scheduled departmental meetings.
Required Tools & Platforms:
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Guesty: Our primary platform for managing guest reservations and communications.
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Slack: For team communication and collaboration.
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Asana: To manage tasks and projects efficiently.
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Gsuite: For document and communication management.
Bonus Skills:
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Experience with any shortterm rental work order software is a plus.
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Property management software experience is highly valued.
Requisites:
The ideal candidate is warm independent and resourceful thriving in a fastpaced environment. This person should be a processdriven team player with excellent communication skills and creative problemsolving abilities.
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12 years of experience in sales and/or customer service in a call center or hospitality setting.
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Native fluency in English (spoken written and reading).
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Excellent verbal and written communication skills with a polished phone demeanor.
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High energy and ability to thrive in a fastpaced work environment.
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Knowledge of the hospitality industry is a plus.
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Ability to prioritize tasks problemsolve and make decisions under pressure.
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Comfortable using cloudbased platforms (Guesty Slack Asana Gsuite) to complete and manage work.
Training:
A 34 week training period will be provided with working hours from Monday to Thursday 9 AM to 5 PM.
Employment Type
Remote
Company Industry
Key Skills
- Culinary Experience
- Restaurant Experience
- Food Service
- Hospitality Management
- Hotel Experience
- Hospitality Experience
- Management Experience
- Event Planning
- Employment & Labor Law
- Project Management Software
- Customer relationship management
- Restaurant Management
