Careers
Join Our Team
Job Openings
Qualified applicants should submit the materials listed below to jobs@stayheirloom.com or via the appropriate LinkedIn job post.
- 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
SALES & GUEST COMMUNICATIONS
General Overview
The Sales & Guest Services Department is responsible for operating the company’s sales and customer service engines. The Director of Sales and Guest services is a key leadership role rooted in revenue optimization and providing exceptional hospitality experiences to Heirloom’s potential and confirmed guests.
As of June 2024: Shifting frequently
- Department is currently staffed by: 4 US based middle managers/shift supervisors, 6 guest concierges (on site). ~8-10 international contractor call center agents.
- Current run rate is ~$40-50M annually, transacting between $3.0M-$4.5M/month. Completing 30-60+ booking transactions per day.
Essential Functions
Sales
- Identify and process qualified leads and manage the sales pipeline – coach sales representatives on new product offerings and sales strategy
- Design and implement innovative sales strategies to respond to evolving consumer needs
- Work collaboratively with marketing to lead the expansion of our sales channel footprint
- Collaborate with pricing and analytics Dept. to provide customer insights, relay booking trends with the intent to optimize pricing strategy
- Ongoing: Revise, refine, and develop our standard operating procedure for lead generating, management, and response.
- Set sales department goals and define KPIs that align with company values and revenue goals
Guest Experience
- Develop process and use technology to create exceptional hospitality experiences for our guests
- Ensure all guest interactions embody Heirloom’s mission, values, brand, and policies.
- Lead interdepartmental collaboration between guest services and on site property operations
- Lead the expansion, daily operations, and long term development of the guest concierge program
- Final point of escalation for all guest issues: claims, cancellations, refunds, disputes – confidently solve complex problems while maintaining customer satisfaction and controlling costs.
- Ongoing: Revise, refine, and develop our standard operating procedure for communication, case management, and response.
Team Management & Department Administration
- Lead the department and guide their activities.
- Responsible for recruiting, onboarding, and training new team members: manage schedule, training curriculum, and resource planning.
- Administer sales and customer experience commission plans
- Hours approval for hourly members of department
- Manage phone system
- Develop, track, and manage key performance indicators for individual and team performance
- Create and implement ongoing professional development and training opportunities
- Lead weekly departmental meetings and conduct weekly individual meetings with team
- Be curious about how Heirloom can use technology to improve our operations and service offerings
Account Management
- Lead relationships with key software and platform partners: VRBO, Airbnb, Guesty, etc.
- Interact with external stakeholders (management clients, partners, and investors) to answer questions about their property’s reservation & revenue history
- Provide calendar insight, when needed
Requisites:
- 3-5 years experience managing:
- A high volume inbound call center with sales and customer service functionality.
- A team composed of remote and in-person members, including international contractors
- Escalated conversations with consumers
- Strong critical thinking and negotiation skills: able to use data to inform decision making
- Strong coaching and leadership skills, proven track record of influencing and motivating a high performing team.
- Tech literacy: comfortable using cloud-based digital platforms to perform all job functions: reservation management software (Guesty), payment processing (Stripe), and GSuite products.
- Exceptional interpersonal, customer service, problem-solving, verbal, and written communication skills. Remains composed under pressure.
- While performing the duties of this role the employee is regularly required to speak with customers and frequently sit, stand, and walk.
- The employee must review text, read small print, use computers, enter text or data into computer and cloud based systems.
Schedule & Compensation
- While we will prioritize candidates based in or willing to relocate to Heirloom’s office in New Orleans, LA, we are open to considering remote candidates with 5 years of experience in a similar role in the transient lodging industry. While this is not a travel intensive role, remote candidates would be expected to travel with more frequency than candidates based in one of Heirloom’s primary markets – will discuss on a case-by-case basis.
- This is a salaried role with eligibility for benefits (medical/dental/vision insurance, 401k, PTO, employee stays at Heirloom properties). In addition to a base salary, this role is eligible for additional performance based compensation.
- The department director’s working hours align with regular business hours. Due to the nature of the business and role, the department director should expect to manage some incoming escalations between and outside of regular business hours. The department operates 365 days a year. Call center shift coverage schedule is:
- Sun-Weds: 8:00 am – 3:00 am CST
- Thurs-Sat: 8:00 am – 4:00 am CST
- Following the initial training period, During the first 4-6 months of employment, there will be some scheduled nights and weekend work required for the new manager to establish themselves. Additionally, the Director can expect to do more domestic travel during the initial onboarding period to gain familiarity with Heirloom’s product and markets. The initial training and travel schedule will be determined in collaboration with the employee at the outset of employment.
How to Apply
Qualified applicants should submit the materials listed below to jobs@stayheirloom.com.
- Resume
- Any additional material(s) you would like considered as part of your application
PROPERTY OPERATIONS
Maintenance Technician
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 industry.
General Overview
The Maintenance Technician plays a central role in the daily operation of Heirloom – Boston’s growing portfolio. In partnership with the Property Operations and Housekeeping Departments, the Maintenance Technician is responsible for executing on basic repairs and preventative maintenance to ensure that all properties fulfill Heirloom’s property maintenance and brand standards. A successful candidate is a reliable team player, a resourceful problem solver with previous maintenance experience.
Essential Functions
- Handling scheduled preventative maintenance and basic repairs and maintenance, including, but not limited to:
- Essential home repairs, including, but not limited to: repairing/replacing garbage disposals, unclogging drains, replacing toilets, replacing ceiling fans, etc.
- Troubleshooting equipment repairs (HVAC, electrical, plumbing), helping determine if a third party technician is necessary
- Hanging & Mounting: art, mirrors, decor, light fixtures, hooks, floating shelves, etc
- Basic landscaping and groundskeeping: weed whacking, mowing, weeding, etc
- Essential pool maintenance: Troubleshooting repairs, skimming, re-connecting pool vacuum, setting equipment timers
- Basic carpentry repairs: repairing/replacing broken support rails in beds and couches, replacing balcony banisters
- Drywall repair (patching and painting)
- Assists with conducting routine inspection of premises, equipment, and systems
- Diagnosing mechanical, plumbing, and electrical issues and correcting them or coordinating with the Property Manager to schedule repairs, as necessary
- Assists in overseeing technicians when professional repairs are necessary
- Reporting any needed repairs, low stock items, and facilities maintenance needs in a timely fashion
- Assist with new property installations on an as needed basis
- Hang and mount art, decor, window treatments, mirrors, and light fixtures
- Stock and maintain the company tool kit
- Assume emergency on-call duty, when assigned
- Special projects, as assigned
Requisites
- Must have a valid driver’s license, an upstanding driving record, and access to their own dependable truck and/or van (not a sedan)
- A monthly gas stipend will be provided for the use of the vehicle for work
- Lives in close or commutable proximity to Boston (within 30 minutes)
- Prior in-house maintenance experience (3-5+ years)
- Highly proficient in the use of hand and power tools
- Prior experience with hanging and mounting art, mirrors, decor, window treatments, and decor
- Including how to safely hang oversize and overweight items
- Prior experience with drywall repairs and painting
- Can patch and repair drywall damage (example: blemishes the size of a grapefruit)
- Prior experience with basic carpentry: feels comfortable repairing a broken bed support beam, can build a basic floating shelf, can repair a screen door
- Prior experience with basic plumbing: can repair and replace a toilet and garbage disposal, can unclog a drain and knows when a professional should be called
- Can replace and hang electrical fixtures: pendants, sconces, ceiling fans, etc.
- Able to comfortably lift 50lbs and climb a ladder
- Bilingual (English/Spanish) is a big plus, but not a firm requirement
- Any kind of construction background or trade certification is a plus, but not a firm requirement
Schedule & Compensation
The Maintenance Technician is a full time salaried role with benefits (PTO, health insurance, etc) based in Boston, MA. The work schedule is variable and is based on the guest check in/out schedule. In addition to weekday work, availability on Sundays from 11 am – 3 pm local time is required.
How to Apply
Qualified applicants should submit the materials listed below to jobs@stayheirloom.com.
- Resume
- Any additional material(s) you would like considered as part of your application: photos of past work are always welcome!
We are looking for an On Call Property Manager to perform a variety of tasks and projects based on the needs of our guests at our vacation rental properties located in Lago Vista, Texas.
Tasks/Projects may include (but are not limited to):
- Weekly Trash cans will be placed to the curb and back to the driveway.
- Weekly Trash and debris removal around property (placed in provided cans).
- Interior Property Management and Maintenance services
- Twice weekly walkthroughs of property. The property will be walked twice per week or every 3 days, whichever comes first. These walkthroughs will include inspection of:
- Air filters
- Smoke alarm checks
- Hardware checks (loose screws, tighten bolts)
- HVAC check preventive maintenance (keep drain lines clean)
- Water and drain check (check hair debris in shower drains)
- Trash cans
- Minor wall repairs (quick paint touch up, magic eraser, scuffs)
- Septic system check (check for any alarms or distress to system)
- Weekly groundskeeping services including leaf blowing, sweeping driveways and walkways, hosing down decks, walkways, and driveways.
- Liaison services between technicians and property (up to 4 hours a month) including meeting contractors at the property as needed.
- Liaison services between cleaners and property.
- Twice weekly walkthroughs of property. The property will be walked twice per week or every 3 days, whichever comes first. These walkthroughs will include inspection of:
- Services performed that would exceed the 20 hours per week required for the services above will need to be approved by the Regional Manager.
- Bonus if you are able to perform the following services:
- Regular hot tub maintenance service twice per week including cleaning and upkeep.
- Proper balancing of chemicals
- Drain and refill when necessary
- Troubleshoot issues that arise
- Bi-weekly landscaping services including lawn mowing, edging, weed whacking, bush trimming and weed prevention.
- Regular hot tub maintenance service twice per week including cleaning and upkeep.
Requirements:
- Available on weekends, nights and holidays
- Prior in-house maintenance experience (3-5+ years)
- Highly proficient in the use of hand and power tools
- Tech Savvy and Computer Literate
- Own your own Vehicle
- Prior experience with hanging and mounting art, mirrors, decor, window treatments, and decor
- Including how to safely hang oversize and overweight items
- Prior experience with drywall repairs and painting
- Can patch and repair drywall damage (example: blemishes the size of a grapefruit)
- Prior experience with basic carpentry: feels comfortable repairing a broken bed support beam, can build a basic floating shelf, can repair a screen door
- Prior experience with basic plumbing: can repair and replace a toilet and garbage disposal, can unclog a drain and knows when a professional should be called
- Can replace and hang electrical fixtures: pendants, sconces, ceiling fans, etc.
- Able to comfortably lift 50lbs and climb a ladder
DESIGN
LICENSING & COMPLIANCE
DEVELOPMENT & CONSTRUCTION
FINANCE
MARKETING
HR/ADMIN
At Heirloom, we are committed to creating a workplace where every employee is comfortable being their authentic self. Just like our properties, we believe that every person is one-of-a kind and we are proud to be an equal opportunity employer. As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identify or any other factor protected by applicable federal, state, or local laws.