Concierge

Company Overview

The Luxus Group is a family-owned and operated property management and real estate development firm based in Sherwood Park, Alberta. In 2007, we launched our first division: Luxus Vacation Properties. This standout brand is dedicated to providing exceptional hospitality in the world’s most sought-after destinations, offering guests a blend of luxury and adventure.

Luxus Culture

At Luxus we pride ourselves on having a unique, high-performance culture that is fun, collaborative and supportive. The Luxus Culture is best described through its six core values, which are:

❖ Excellence: we deliver our best, every day
❖ Positivity: we lead with optimism and stay open to possibility
❖ Integrity: we always do the right thing
❖ Determined: we are motivated to achieve our goals
❖ Innovative: we lead with vision to deliver the extraordinary
❖ Family: we embrace the family spirit

Our talented team members are truly dedicated to helping clients see new places, try new experiences, and build lasting memories with their families and friends. As an employer, we are committed to supporting our team members with these same experiences by encouraging (and funding) their professional development and personal health & wellness.

Looking ahead to the next five years and beyond, Luxus Vacation Properties is positioning itself to become a leader in the luxury short-term rental (STR) space, using our 19 years of experience to expertly manage a hotel-quality experience with our trusted brand in this rapidly expanding market.

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 - 14 USD per hour

• Schedule: Wednesday – Sunday, 8:30 AM – 5:00 PM MST

• Job Type: Full-time

• Location: Remote (Colombia or Honduras-based)