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 four U.S. markets: Savannah, Nashville, Boston, and Nantucket. 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 Remote Guest Liaison: Ensure guests have received all necessary information (arrival instructions, house rules, access codes) in a timely manner. Coordinate with the guest services team to proactively communicate one off information to arriving guests prior to arrival or during guests stay. Issue Resolution: Manage the execution/resolution of escalated guest issues or special requests. Coordinate with on-the-ground team members (e.g. Guest Concierge, maintenance staff) and Guest Service team to close the loop on any service or maintenance problems. Proactive Outreach: Proactively engage satisfied guests to encourage positive reviews and repeat stays. Quality Assurance: Monitor guest feedback to track recurring issues or enhancement opportunities, coordinating with local teams to implement improvements and special touches remotely (example coordinating welcome amenities for VIP arrivals) Operational Administration Maintenance & Ticketing Coordination: Manage the remote ticketing system to prioritize, assign, and track maintenance and housekeeping tasks, ensuring timely resolution across all markets. Review completed work orders, providing feedback to vendors and team members. Vendor Communication: Coordinate with third-party vendors to schedule and follow up on services (maintenance and repairs) , ensure work meets Heirlooms’ standards, and escalate recurring issues to the GM as needed. Operational Monitoring: Monitor key operational metrics and logs across markets, compiling reports that highlight trends and recommend actions to enhance efficiency and cost-effectiveness. Process Management: Ensure SOP compliance across markets by managing remote system updates and supporting the rollout and adoption of new processes. Technology & Tools: Leverage platforms like Asana, Guesty, Slack, and Google Workspace to manage operations and communication, ensuring smooth, transparent remote workflows. Team & GM Support Administrative Support to GM: Provide administrative support to the GM by managing scheduling, preparing materials, and consolidating weekly operations reports for review (guest feedback, maintenance status, revenue or expense highlights). Onboarding & Training: Coordinate onboarding for new team members/vendors across all assigned markets, scheduling training, providing necessary resources, and tracking early performance. Act as a remote mentor during their initial weeks, escalating as needed to the GM or HR. Performance Tracking: Monitor team performance and utilization across markets by tracking metrics like scheduling, response times, and task resolution. Share insights with the GM to address staffing gaps or operational bottlenecks. Communication Relay: Serve as the central communication link between the GM, local market teams, and guest experience, ensuring timely delivery of updates, feedback, and company-wide announcements. Facilitate alignment across teams by relaying critical information. Scheduling & Coordination: Coordinate staffing schedules, PTO, and backup coverage with local supervisors, resolving conflicts or flagging gaps to the GM as needed. Support team alignment by organizing meetings or all-hands calls, managing scheduling, agendas, and follow-ups. Special Projects & General Support: Support the GM on special projects to improve remote operations, from researching tools and refining processes to preparing budgets or strategic materials. Step in as needed to assist with tasks that ensure smooth multi-market operations. Success Metrics Guest Satisfaction: Maintain high guest satisfaction across all markets by delivering prompt remote support and resolving issues quickly, with a goal of consistent 5-star reviews and increased repeat bookings. Team Utilization & Efficiency: Drive efficient use of local teams by optimizing scheduling, supporting coordination, and reducing turnover, with strong performance reflected in high productivity and staff retention. Track metrics like utilization rates, ticket resolution times, and task completion to gauge and improve remote team effectiveness. Property Upkeep & Operational Quality: Ensure properties across Savannah, Nashville, Boston, and Nantucket remain in excellent conditions and operationally sound through proactive remote oversight. Success is measured by low recurring issues, timely preventative maintenance, and high property audit scores; with swift issue resolution to prevent negative impact on the guest experience. (Success is also measured by GM and team feedback on communication, the Assistant GM’s process improvements, and contributions to broader operational goals.)