Job Description
Full job description
Guest Concierge
Job Description
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 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 and/or is able to reliably commute to New Orleans for scheduled shifts.
- Must have a valid driver’s license, an upstanding driving record, and access to their own dependable personal transportation
Schedule & Compensation
- This role is based out of Heirloom’s New Orleans office located at 5130 Tchoupitoulas St. While the office will act as the home base, the concierge should expect to spend the majority of their time at work at the properties in their assigned zone/territory.
- The salary for this role will be commensurate with experience, and the guest concierge will also be eligible to participate in a bonus plan based on guest satisfaction.
- Benefits package: Insurance, 401k, PTO, preferential rates at Heirloom properties, etc.
- Mileage reimbursable will be provided in accordance with IRS guidelines, all mileage must be tracked in accordance with company policy to be eligible for reimbursal.
- 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).
How to Apply
Qualified applicants should submit the materials listed below to [email protected] .
- Resume
- Cover letter specifically addressing the essential functions of this role in relation to your skills, background, and experience.
- Any additional material(s) you would like considered as part of your application
Concierge 411: Fully characterizing the daily reality of a role in a job description can be challenging. We are committed to transparency and having candidates make fully informed decisions, we want this to be a good fit for both parties. We asked our team of guest concierges to create a list of responsibilities and expectations they want future concierges to be aware of, this is what they came up with:
- Concierges are partners with Property Management, there will be times where a concierge will assist Property Management with ticketing work orders, light repairs ( for ex: changing batteries/lightbulbs/air filters), or maintenance tasks like taking out the trash or removing excess trash from the property.
- Concierge attention can make a big positive impact with upset guests, interacting with guests when they are upset is part of the role. This role will require have sensitive conversations with guest where they may be upset and the concierge will guide them to resolution.
- Concierge’s are responsible for a certain zone of properties in the city, this role requires using your personal vehicle to travel between different hospitality locations during the workday. Concierges are eligible for mileage reimbursement (for all mileage tracked through our expense tracking app) in accordance with the IRS federal mileage reimbursement rate.
- Spending time on site at Heirloom’s hospitality locations is a key aspect of this role, this may require climbing stairs, spending extended periods of time standing and/or moving, carrying boxes of materials/supplies. Concierges should expect a physically engaging role.
Job Type: Full-time
Pay: $52,000.00 - $57,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid sick time
- Paid time off
- Parental leave
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Work Location: On the road
Job Tags
Holiday work, Full time, Temporary work, Work from home, Flexible hours, Shift work, Weekend work, Sunday, Day shift, Saturday, Afternoon shift, Monday to Friday,