Guest Communications Agent

Position Overview

The Hospitality Specialist is often the first point of contact guests have with Stay Heirloom. The Hospitality Specialist is responsible for ensuring that guests with confirmed reservations (those about to arrive, currently staying with us, or recently departed) are receiving accurate and brand consistent communication at all times.

This is an in-person role based in New Orleans.

Essential Functions

Process all incoming guest communications (text, email, phone call, online message, etc) in accordance with company policy.

Represent the Heirloom brand in all communications and interactions.

Respond to all platform support messages in a timely and policy-oriented manner.

Work collaboratively with departmental management to optimize current Customer Support practices, policies, and resources.

Facilitate communication between GC team and ground team to resolve escalations addressing the root cause of the issue.

Actively solicit reviews from satisfied guests.

Participate and contribute to all scheduled departmental meetings

Foster a supportive culture of professional development within the GC department

Analyze guest feedback and work within and across departments to address guest concerns with sustainable solutions.

Build rapport with customers through friendly, engaging, and brand-consistent communication.

Requisites

The Hospitality Specialist is a process-driven team player, clear communicator, and creative problem solver.

Native fluency in English (spoken, written, and reading)

Access to a reliable, high-speed internet connection, a computer, and a Smartphone

Excellent verbal and written communication skills

Polished telephone manner

Takes initiative and ownership over learning

Prior experience with remote work

High energy - thrives in a fast-paced work environment

Meticulously organized, process/detail oriented

Knowledge of hospitality industry is a plus

Available to work during the weekend (see details below)

Schedule & Compensation

The Hospitality Specialist role is a Full time role with the potential for growth. This is a full time, salaried position. Additionally, employees receive: PTO, Paid sick time, 401K, health insurance, and discounted stays at Heirloom properties. The Hospitality Specialist role is also eligible for uncapped performance-based bonus pay.

Work for this role will be completed in scheduled 8 hour shifts. The shift schedule is set upon commencing employment and remains fixed, unless otherwise noted. Some weekend and evening availability is required.

How to Apply

Qualified applicants should submit the materials listed below to jobs@stayloom.com.

Resume

Cover letter specifically addressing the essential functions of this role in relation to your skills, background, and experience.