About Heirloom

Heirloom exists to connect people to places and to each other. We design, build, and operate beautiful spaces that redefine what it feels like to travel as a group. With roots in New Orleans and a growing presence in more than a dozen destinations nationwide, Heirloom blends the warmth of hospitality with the power of technology to create unforgettable group travel experiences. Our focus on providing world-class accommodations in premier destinations, combined with a data-driven and tech-enabled operational strategy, has allowed Heirloom to carve out a distinctive position within the luxury short-term rental and property management space.

Benefits:

• Remote work
• Biweekly pay in USD
• Paid time off
• Opportunity to work with a U.S.-based luxury brand.
• Domestic travel to the U.S. market
• Indefinite-term U.S. contractor agreement

Position Overview

The Assistant General Manager – Remote Operations is a full-time contractor position based in Bogotá, Colombia, dedicated to supporting the General Manager in overseeing Heirloom’s properties across the Gulf Coast Region. This role is designed to handle operational and administrative duties ensuring that each property runs smoothly and that guests receive a 5-star experience from afar. The Assistant GM works closely with the on-site teams in each city (e.g. Guest Concierges, Property Managers, Maintenance Technicians), but is not responsible for any physical on-property tasks.

Essential Functions

The essential functions of the Assistant GM – Remote Operations are grouped into three main categories:

Guest Communications & Experience Support

• Ensure guests receive arrival instructions, access details, and important stay information in a timely manner.
• Coordinate with guest services and on-site teams to resolve escalated guest concerns, service requests, and maintenance issues.
• Proactively connect with satisfied guests to encourage positive reviews and repeat bookings.
• Monitor guest feedback, identify improvement opportunities, and coordinate special touches or enhancements to elevate the guest experience.

Operations & Administration

• Manage maintenance and housekeeping tickets, ensuring timely task completion and follow-up.
• Coordinate vendors and service providers to maintain property standards.
• Monitor operational performance, identify trends, and support process improvements.
• Ensure SOP compliance and support the implementation of new procedures.
• Utilize tools such as Asana, Guesty, Slack, and Google Workspace to coordinate operations.

Team & General Manager Support

• Provide administrative support to the GM, including reporting, scheduling, and operational coordination.
• Assist with onboarding and training of team members and vendors.
• Track team performance, scheduling, and task completion across markets.
• Act as a communication bridge between leadership, local teams, and guest services.
• Support staffing coordination, PTO planning, and special operational projects.

Success Measures

• High guest satisfaction and strong review performance.
• Efficient team utilization and timely task resolution.
• Well-maintained properties with minimal recurring issues.
• Strong communication, process improvements, and operational support.

Qualifications

• Experience: 5+ years of operations leadership experience, preferably in multi-site environments, with a strong track record in operational oversight and driving process improvements.
• Customer-Facing Skills: Proven experience in customer-facing roles with strong service instincts, polished communication skills, and a track record of resolving issues professionally and empathetically; direct hospitality or travel industry experience is a strong plus.
• Hospitality/Property Management Background: Preference given to candidates with backgrounds in hospitality, real estate, or property management, especially those familiar with short-term rentals, hotel operations, or luxury hospitality standards.
• Communication: Excellent communication skills—both written and verbal—are essential for interacting with U.S.-based guests and teams; English fluency is a must. The ideal candidate can adapt their tone to suit different stakeholders, from guests to housekeepers to executives.
• Tech & Systems Proficiency: Must be tech-savvy and proficient with tools like Asana, Property Management Systems (Guesty), Slack, and Google Workspace. Breezeway experience preferred.
• Organizational Skills: Exceptional organizational skills and attention to detail are essential for managing multiple priorities, maintaining schedules, and tracking tasks across markets.
• Problem-Solving: A proactive, resourceful problem-solver who stays calm under pressure and quickly adapts to unexpected issues.
• Decision-making: Strong decision-making skills and the judgment to know when to escalate issues.
• Education: Bachelor’s degree in Hospitality Management, Business Administration, or a related field is preferred (or equivalent professional experience).
• Work Authorization: Must be authorized to work as a contractor in Colombia. (If travel to the U.S. is required, the candidate should meet the criteria for obtaining a visa for short business visits.)

Location & Schedule

• Location of Services: This remote role is based near Bogotá, with occasional in-person meetings requiring reasonable commuting distance.
• Availability & Flexibility: Due to the unpredictable nature of hospitality operations, occasional after-hours or weekend availability is needed to handle urgent issues like guest emergencies or last-minute disruptions. While infrequent, these situations require timely responses to protect the guest experience and maintain smooth operations.
• Travel Expectations: This role does require occasional U.S. travel (1–2 times per year) for market visits, team summits, or on-site training; visa eligibility required. Travel will be planned in advance, and the contractor should be open to it and able to represent the company professionally.