Concierge

Better Talent by Laveer & Co.

New York, New York, United States

New York, New York, United States

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Position Summary We are seeking a detail-oriented and service-driven Remote Guest Communication & Concierge Specialist to serve as the primary point of contact for our guests throughout their entire stay journey. This role is responsible for delivering a seamless, high-touch guest experience from pre-arrival through post-stay, ensuring every interaction reflects our luxury service standards. You will manage all guest messaging, coordinate concierge services, and proactively handle requests, questions, and issues with speed, professionalism, and care. This is not a passive customer service role. You are expected to take full ownership of the guest experience, anticipate needs, and resolve challenges efficiently while protecting the company’s time, revenue, and reputation. Working closely with the Operations Team, you will ensure each property is fully prepared for arrival and that every stay runs smoothly. Success in this role requires strong communication skills, excellent judgment, and the ability to stay highly organized in a fast-paced, detail-driven environment.
What You’ll Do
Act as the primary point of contact for guests before, during, and after their stay
Deliver prompt, professional, and personalized communication aligned with luxury service standards
Review and ensure completion of guest check-in forms prior to arrival
Send and collect all required guest documentation for each stay
Send booking reports, confirm reservations to collect confirmation numbers at hotels/resorts, and set door codes for arrivals
Support pre-arrival planning, including trip details, property information, and guest inquiries
Coordinate and book concierge services including transportation, private chefs, in-home services, and local experiences
Collaborate closely with the Operations Team to ensure properties are fully prepared for each guest arrival
Manage in-stay guest requests and resolve issues with urgency, empathy, and full ownership
Escalate complex or high-risk issues to the appropriate team members with clear context and recommendations
Maintain accurate documentation and communication logs in systems such as Guesty
Uphold Luxus Vacation Properties’ luxury service standards and brand voice in every interaction
Qualifications Required
Exceptional English communication skills (written and verbal) with a polished, professional tone
3+ years of experience in hospitality, luxury guest services, concierge, or short-term rental operations
Experience with guest communication platforms (e.g., Guesty or similar PMS)
Strong response-time discipline and reliability
Excellent organization and multitasking ability
Preferred (a nice-to-have but not required)
Ability to adapt and prioritize in a fast-paced, ever-changing environment
Strong judgment in escalation and decision-making
Familiarity with destination-based markets and ability to quickly build strong local knowledge and recommendations
Experience supporting or promoting add-on services and upsells
Strong adherence to SOPs and operational processes
Compensation, Benefits & More
Compensation: $10.00 - $14.00 USD per hour
Schedule: Wednesday – Sunday, 8:30 AM – 5:00 PM MST
Job Type: Full-time
Location: Remote (Colombia or Honduras-based)
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New York, New York, United States

Sprachkenntnisse

English

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