Guest Reservation Agent

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. 

We are seeking a dedicated and experienced Guest Services and Logistical Support team member to join our dynamic team.  As a Guest Services team member, you will play a key role in ensuring that guests are communicated with in a timely manner, ensuring the satisfaction and comfort of our guests throughout their stay. Along with providing exceptional hospitality to our guests on our short-term rental platforms, you will also be responsible for supporting our teams by assisting with logistical tasks, such as onboarding new properties, reviewing and updating information in both internal and external applications, and helping with special projects. 

Responsibilities:

● Logistical Support: A large part of this position will be to assist fellow team members with data entry, audits, and updates in Breezeway and RueBaRue, G-Suite, on our direct Website, OTA’s, and other marketing channels. 
● Guest communication: Maintain prompt and professional communication with guests before, during, and after their stay through various communication channels (email, phone,RueBaRue, messaging apps, PMS systems, booking channels, etc.) 
● Booking Management: Assist with guest reservations, inquiries, and bookings on platforms such as Airbnb, VRBO, LiveRez, and Email. 
● Guest Assistance: Provide comprehensive support to guests, addressing their questions, concerns, and requests in a friendly, professional, timely, and helpful manner.

● Check-In and Check-Out: Coordinate the check-in and check-out processes, ensuring guests have a smooth arrival and departure experience. 
● Problem Resolution: Proactively identify and resolve guest issues, including maintenance requests, cleaning concerns, and other potential challenges, ensuring guest satisfaction. Effective communication with the team using Slack, Breezeway and email will be paramount to your success in this manner. 
● Property Information: Maintain accurate and up-to-date information about our rental properties, including amenities, rules, and property-specific information, to assist guests effectively. 
● Feedback Handling: Collect and analyze guest feedback via guest messages and reviews to continuously improve our services and properties. 
● After Hours Response: Be available to take calls from guests during office after-hours, and handle urgent guest inquiries as part of a rotating on-call schedule.

Qualifications: 
● Experience: Previous experience in a similar guest support or hospitality role, with a strong understanding of Airbnb, VRBO, LiveRez, or similar short-term rental platforms.

● Customer Service Skills: Exceptional customer service and interpersonal skills, with a passion for ensuring guest satisfaction by addressing guest questions and/or concerns, as well as providing “added value” concierge services. 
● Communication: Excellent written and verbal communication skills in English. ● Time Management & Organizational Skills: Attention to detail and ability to maintain an organized electronic filing system, both individually and in shared G-suite folders. ● Tech-Savvy: Proficiency in using various software and platforms for communication, booking management, guest support and team collaboration. 
● Problem solving: Ability to handle guest concerns and issues with professionalism and efficiency. 
● Flexibility: Willingness to work a flexible schedule, including weekends and evenings, as needed. 

Benefits: 
● Remote work opportunity, allowing you to work from anywhere in the world.

● Opportunities for growth and career development in the hospitality industry.

● A supportive and collaborative team environment. 

How our values translate into daily tasks: 
Solution and Detail Oriented: 
● Respond promptly and effectively to guest inquiries and issues, providing accurate and comprehensive information about their reservation, as well as additional services and amenities Lifestyle Properties has to offer. 
● Turn guest needs into issues and coordinate with the rest of the teams to provide solutions. I.e. when a guest mentions something is broken in the review, you create a task in Breezeway to have that fixed and respond that we’re taking care of it. 
Treats Everyone with Respect: 
● Demonstrate empathy and understanding when communicating with guests, addressing their concerns professionally and courteously. Be excited when they’re excited and remain calm and courteous, showing empathy and understanding when they’re upset. 
● Actively listen to guests’ feedback, taking their perspectives into consideration and provide feedback and suggestions to fellow team members for improvement. (i.e. buy more table names, add a video instruction of how to use an appliance, etc.) 
● Follows processes, researches SOPs for answers, and respects other team members time and work. 
Goes Above and Beyond 
● Surprise guests with unexpected gestures of kindness and personalized touches to enhance their experience. I.e if a guest says they’re coming for a birthday, ask if they’d
be interested in booking a wine tour or if they’d like recommendations for a private, in-home chef to cook. 
● Anticipate potential issues and take proactive steps to prevent them, ensuring guests have a seamless stay. 
● Offer additional promotions so that guests are aware of discounts and special offers.