Concierge

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.

• 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

• 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

• 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: $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)