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. 

What we are looking for:

• Have extensive experience in the Short-Term Rental (STR) industry –  They should be fully familiar with the operations, guest relations, and urgency that come with managing STRs.

• Be proficient with Airbnb, Vrbo, Booking.com and other OTA platforms – These are our primary revenue channels, and I need someone who understands how these platforms work inside and out, including messaging systems, calendar syncs, resolution processes, and review management.

• Have working knowledge of Property Management Software (PMS) – While specific platforms may differ, the fundamentals are the same. I expect them to be adaptable and able to navigate new systems quickly.

• Be detail-oriented and proactive – This person should be able to take initiative, follow through on tasks without constant follow-up, and catch small issues before they become big ones.

• Possess strong communication skills – Internally and with guests.

Tasks and Responsibilities:

• Answer all phone calls

• Answer SMS (via RueBaRue) and email messages

• Handling of complicated escalated guests, and working with management to resolve guest issues with Reservations in house and third party booked.

• Effectively manage two-way daily correspondences and operational tasks - Work closely with BLVR Management

• Assist guests by handling reservation related questions - create, modify reservations when needed-Cancellations must be handled by Manager

• Follow up with guest inquiry leads for second chance bookings following our established lead follow-up procedures

• Send previous guests updated listing to book direct and return and stay with us.  

• Ensure Guest App and Software are up-to-date with current home guidelines and area recommendations

• Solving guest problems such as lockbox issues, wifi troubleshooting, directions to homes, etc.

• Assist customers with their existing reservations

• Entering reservations, sending rental agreements, processing payments through software only.  Taking payments over the phone is not allowed

• Process online and third-party reservations according to procedures

• Train and become expert in OwnerRez Software

• Train and become Expert in Booking.com portal

• Train and become Expert in ALAVHR portal

• Train and become Expert in ALL software used by BLVR

• Follow up with inquiries,leads and repeat guests to generate revenue

• Update listings in OTA system - photos, descriptions, etc.  Verifies Listings are LIVE on OTA's

• Continously review listings in PMS and on ALAVHR (Alabama Vacation Home Rentals)  Change descriptions-Update listing titles etc.

• Managing guest reviews - capturing them and loading them to appropriate places, Following up and responding to reviews

• Respond to guest inquiries via Ownerrez

• Support Onboarding of new properties into PMS

• Update FAQs for all properties in the knowledge base. Continuously update these as questions are fielded.

• Routing issues to maintenance and housekeeping staff. Coordinating tasks with this group as well

Candidate characteristics:

• Critical thinker

• Ability to ask questions when they do not know something

• Lends insight on process and procedures that can be changed

• Someone that does not just follow a script, but can think and solve problems quickly

• Empathetic

• Independent worker

• Learns technology quickly

• Must have excellent written and verbal English skills