Reservation 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. 

As a Reservation Specialist, you will be the primary point of contact for potential guests, managing reservations, ensuring a smooth booking process, and coordinating closely with guests leading up to their arrival.  You will be expected to learn about the multiple additional services our guests are offered to enhance their stay and upsell those prior to arrival.  You will also engage with property owners and internal teams. This role requires excellent communication, organizational skills, and a strong commitment to delivering exceptional service to both guests and property owners following the company methodologies.  

Key Responsibilities:

• Answer all reservation inquiries, secure reservations, and provide accurate pricing information.  Ensure all security procedures are followed.
• Capture details of any specific reason for the stay such as Birthday or Anniversary and offer our range of additional services ensuring all information is captured within the reservation notes.
• Utilize property management software, Streamline to manage reservations and update property availability, financials and any requests
• Coordinate with property owners to confirm reservations. 

Customer Service and Guest Experience:

• Provide outstanding customer service by ensuring timely responses to guest inquiries and concerns via email, chat, text and telephone.

• Provide superior service, assisting guests in choosing the ideal property from our collection, ensuring you have in-depth knowledge of each property.
• Offer recommendations, additional services, local attractions, and amenities.
• Demonstrate expertise about the area, guiding guests with informed recommendations and up-selling strategies.

Documentation and Reporting:

• Maintain accurate records of reservations, payments, and guest information.
• Ensure compliance with property management agreements and company policies, terms and conditions.

Foundational Requirements:

• Excellent written and verbal English skills. No exceptions. This position will be communicating via phone, text, and email. 5 of 5 on all assessments.
• Previous experience of at least one year as a Reservation Specialist in the vacation rental or hotel industry
• Excellent customer service and interpersonal skills.
• Ability to work independently in a remote work environment.
• Attention to detail and commitment to providing exceptional service.
• Empathy and Patience.
• Flexibility in scheduling including AM/PM shifts, weekends and holidays.
• Customer-Centric Mindset.
• Critical thinker and to think ‘outside of the box’
• Ability to learn new software easily and efficiently.

Nice to haves:

• Experience with the PMS, Streamline
• Vacation rental industry experience, working with VRBO, AirBnB,
• Ability to speak Spanish and or Portuguese