Job Description

 

COMPANY OVERVIEW:

Who We Are

At Heirloom, we're leading the way in group travel through luxury and innovation. Heirloom offers custom, spacious rental homes to the short-term rental market, providing guests with an unmatched travel accommodation experience. Combining meticulous design, cutting-edge technology, and a data-driven approach, we guarantee our properties set the standard in luxury hospitality.

Join Our Team

When you join Heirloom, you become part of a hard-working, forward-thinking team dedicated to pushing the boundaries of luxury hospitality. We believe in the power of collaboration and continuous improvement, ensuring our employees thrive both personally and professionally. We’re committed to investing in our people and are always excited for new talent to join our team. 

Apply today if you’re ready to grow with us. 

POSITION SUMMARY:

This role is for you if you thrive in a fast-paced, upscale hospitality setting with a talent for anticipating and tending to guest needs.

At Heirloom, we are dedicated to delivering an unparalleled luxury experience to every guest. To uphold our commitment, we have tailored this role for a strategic and personable individual to come aboard as a dedicated Guest Concierge .

In this role, your primary responsibility is to deliver a bespoke luxury experience, serving as guests' exclusive point of contact. Unlike a general communications agent for all guests and properties, you will focus on specific properties and developments, ensuring no detail goes unnoticed.

Your day-to-day will involve getting out from behind the desk, being on site, working with property management, and traveling between properties. You will conduct pre-arrival walkthroughs on site, welcome guests to properties during busy check-in/check-out times, manage all guest communications, and ensure a seamless VIP experience. You will address guest inquiries, promptly resolve maintenance issues, and effectively handle damage claims to improve our response times to guest concerns.

As a vital part of the team, you'll also collaborate with management to test new services, guaranteeing that we meet and exceed our luxury standards. With your ability to connect with others and your attention to detail, part of this position will require you to build positive community relationships by ensuring our neighbors are happy to have one of our properties next door from an aesthetic, cleanliness, and noise standpoint. 

If you’re ready to significantly impact hospitality in New Orleans with a growing and friendly team, apply today. 

We’re looking forward to hearing from you.

RESPONSIBILITIES:

• Provide in-person on-site support during busy check-in/check-out times, ensuring positive guest experiences.
• Partner with management in field trials for new services, enhancing luxury experiences.
• Build community relationships by maintaining high standards of aesthetics, cleanliness, and noise control in our homes.
• Conduct pre-arrival and post departure walkthroughs. 
• Expedite maintenance ticket completion and coordinate onsite guest support.
• Manage all guest communications, enhancing VIP experiences and ensuring smooth arrivals and stays.
• Address guest inquiries and concerns during their stay, resolving maintenance issues and processing damage claims.
• Maintain ongoing communication with investors for expense approvals, key facilities matters, and periodic operational updates.

QUALIFICATIONS:

• A successful guest concierge 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)
• 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 drive to New Orleans, LA
• Must have a valid driver’s license, an upstanding driving record, and access to their own dependable personal transportation

COMPENSATION & BENEFITS:

Annual $50,000 - $70,000 

Benefits:

• Paid time off, such as PTO, sick days, and vacation days
• Mileage reimbursement will be provided based on IRS guidelines.
• Compensation for this position is salaried with benefits
• health/vision/dental insurance, 401k
• Bonus pay options are available. 
• Workplace perks such as recreation events, food and coffee, discounted stays at Heirloom properties

Schedule

• 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 Tags

Holiday work, Full time, Temporary work, Shift work, Weekend work, Sunday, Day shift, Saturday, Afternoon shift, Monday to Friday,

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