Heirloom

Manager

• Manage all incoming guest communications (text messages, email, phone calls, and online messages) in accordance with company policy.
• Represent the Heirloom brand in all interactions, with a strong emphasis on professional written customer service.
• Facilitate communication between Guest Services and the Field Team to resolve issues at their root cause.
• Address and resolve guest issues as the first point of contact.
• Build trust and empathy through friendly, brand-aligned communication.
• Support guest screening processes to protect properties, neighbors, and other guests.
• Identify, follow up on, and close new reservations based on availability.
• Handle inbound calls from prospective guests and make outbound calls to answer questions and close sales.
• Anticipate and respond to customer needs; consistently apply creative cross-selling techniques.
• Meet and exceed revenue goals.
• Continuously improve the guest experience.
• Actively participate in team meetings

Guest Services Manager

Project Manager

• Own the full lifecycle of CapEx projects across Heirloom properties, from initiation and scoping through execution, punch-list resolution, and closeout.
• Collaborate with maintenance technicians and operations managers to assess property conditions, determine project scope, and define deliverables with clear acceptance criteria.
• Develop project timelines, budgets, and milestones; track progress and report status updates to stakeholders on a regular cadence.
• Ensure projects are delivered on time, within budget, and to Heirloom’s quality standards.
• Maintain organized project documentation including scope of work, contracts, change orders, invoices, and completion reports.
• Source, vet, and coordinate with third-party vendors and contractors to execute project work across all markets.
• Obtain and critically evaluate bids and proposals, identify missing line items, unreasonable pricing, or scope gaps, and negotiate terms that protect Heirloom’s interests.
• Schedule and dispatch vendors for on-site work; follow up on task completion, quality of work, and adherence to timelines.
• Build and maintain a reliable, performance-tracked vendor network across Heirloom’s operating markets.
• Serve as the primary liaison between the offshore project management function and on-the-ground field staff, including maintenance technicians and market operations teams.
• Coordinate site visits, inspections, and punch-list walkthroughs with field personnel to ensure project requirements are met.
• Communicate project updates, schedule changes, and escalations clearly and promptly to all relevant stakeholders.
• Proactively surface stalled tickets, aging work orders, and at-risk timelines before they escalate into larger problems.
• Review replacement tickets and input requisitions into tracking spreadsheets for procurement and budgeting purposes.
• Generate and submit purchase orders for project-related materials and supplies.
• Track project expenses and support invoice processing to ensure accurate financial reporting to the finance team.
• Send stakeholders regular project status reports, including updates on open tickets, budget variances, and timelines.
• Update essential work order attributes on a daily basis in preparation for dispatch and project tracking.
• Prepare and distribute vacancy reports, open ticket reports, and project status dashboards to internal and external stakeholders.
• Assist with database creation, updates, and maintenance to support operational workflows.
• Collaborate on software and automation initiatives to improve project management and reporting efficiency.

Guest Services Manager

Facilities Project Manager