Vacation Rental Specialist

About Us
We’re Extenteam, a dynamic company revolutionizing the short term vacation rental industry. Our proven business model has generated consistent revenue, and we are now expanding from a professional services model to a scalable tech-based subscription-first model.

As a scaling stage startup, we aim to grow our Monthly Recurring Revenue (MRR) to double our revenue by January 2026 by providing an AI assisted SaaS platform that works for all short term rental businesses regardless of their size.

Extenteam is on a mission to streamline and support vacation rental businesses by providing top-notch solutions, including guest communication and property management support.

We generate revenue through two primary streams:

• Dedicated Team Members: Providing trained overseas talent with a recurring premium model, replacing one-time recruitment fees.
• Tailwind - SaaS Platform: A guest communication Software blended with our shared services team, supporting smaller operators typically with less than 50 units - helping Extenteam increase profitability while growing our product market fit and expanding TAM and service levels.

Extenteam is a small but mighty team of 50 consisting of Sales, Partner Success, Marketing, HR & Recruiting, Engineering, Product and Admin (IT, Data etc). We are spread out across the world but we have hubs in Miami, LA, Medellin, and actively expanding into Europe. Our 50 people core team is supported by 400+ DTMs (dedicated team members) that are servicing our customers.

Our Values:

• Commitment to Excellence: Continuously raising the bar and setting new standards in guest communications and service delivery. 
• Exceptional Collaboration: Thriving in a fast-paced, high-performance environment built on clear communication and teamwork. 
• Unified Purpose: Aligning behind a shared mission to drive success with an intense focus. One shared consciousness. 
• Data-Driven Decision-Making: Prioritizing data and results over emotions when making objective, professional decisions. 
• Emphasis on Details: Details matter at every level. Leaders are expected to have a deep understanding of the specifics and adopt a hands-on management style.

Our Leadership Philosophy

Our company embraces a management style inspired by the ideals of "founder mode," as championed by Airbnb’s Brian Chesky. This means a hands-on, visionary approach to leadership, with a relentless focus on innovation, product excellence, and customer-centric decision-making. We encourage proactive problem-solving, direct involvement in key initiatives, and a collaborative, high-performance culture.

To learn more about the "founder mode" philosophy and how it shapes our operations, you can explore this link. Understanding this mindset will provide valuable context for how we operate and what we value in our team members. 

This position is pivotal in providing outstanding customer service, managing reservations efficiently, and supporting back-office operations. The ideal candidate will excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams.

Key Responsibilities:

Guest Services:

• Serve as the primary contact for guests, delivering exceptional customer service
• Answer in-house guest calls and assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
• Managing the main email inbox
• Checking in with current guests to see how their stay is
• Offering guests an extended stay to help fill calendar gaps
• Managing and updating our CRM system with guest contact details

Guest Reservation Management:

• Communicate with potential guests in professional and friendly written communication via email, chat, and text
• Respond to written guest inquiries via Airbnb, Vrbo, or other OTA messaging platforms
• Answer phones and manage the end-to-end reservation process, including converting guest inquiries to bookings and assisting guests in altering or canceling reservations
• Converting inquiries into bookings by actively following up with leads

Back Office Support:

• Sharing correspondence and communications, when necessary, with the correct departments
• Communicating guest check-in and check-out details with our cleaning department
• Coordinating early check-ins and late check-out details with cleaning department
• Communicating maintenance concerns
• Updating and improving marketing channels (Airbnb listings, other OTAs + direct booking websites)
• Monitoring PMS software to ensure everything is integrating properly
• Assisting in pre-arrival guest experience opportunities
• SDR owner outreach

Guest Feedback Management:

• Airbnb review management
• Writing and posting Airbnb reviews and responding to guest reviews within 24 hours
• Documenting feedback from guest and sharing reviews in the correct channels

 

 

Foundational Requirements:

• Excellent written and verbal English skills for phone, text, and email communication
• Previous experience in guest services, reservations, STR experience
• Prior experience in various OTA platforms such as, Airbnb / VRBO / Booking.com
• Strong organizational and multitasking abilities
• Ability to work independently in a remote work environment
• Attention to detail and commitment to providing exceptional service
• Ability to show empathy, exhibit patience, and have a customer-centric mindset
• Possess critical thinking and problem-solving skills
• Proactive and confident, not afraid to speak up to provide feedback or suggest improvements
• Ability to learn new software quickly and efficiently
• Willingness to ask questions when unclear about a task or process

 

Nice to Haves:

• PMS Experience