Administrative Assistant

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. 

About the Role
We are seeking a highly organized and proactive Remote Administrative Assistant to support both our vacation rental company and our contactless hotel. This role is critical in ensuring seamless guest experiences, managing reservations and operations, and helping us improve efficiency across both businesses. This position is ideal for someone who can work independently, stay organized across multiple systems, and think proactively to optimize processes. We are looking for someone who can not only complete tasks reliably but also suggest ways to improve and streamline operations.

Key Responsibilities
Guest & Reservation Management
• Assist guests with inquiries, reservations, and issue resolution across Airbnb, VRBO, Booking.com, Expedia, and other OTAs.
• Answer in-house guest calls and assist with lockbox access, WiFi troubleshooting, directions, and other common concerns.
• Check in with current guests to ensure satisfaction and address any issues proactively.
• Offer extended stays to fill calendar gaps.
• Handle guest verifications, chargebacks, preauthorization of credit cards, and Airbnb

Resolution Center claims.
• Process cancellations and reservation modifications.
• Manage and respond to guest reviews, document feedback, and relay actionable insights to the team.
• Handle guest messaging for the hotel, particularly during designated times, while leveraging automation tools.
• Provide backup guest support during high-demand periods.
• Regularly check thermostats remotely to ensure energy efficiency and guest comfort.

Administrative & Back-Office Support
• Keep two email inboxes clean and up to date by managing communication efficiently.
• Reconcile OTA reservation records and ensure data accuracy across all platforms.
• Run reports for accounting and assist with financial reconciliation.
• Coordinate housekeeping and maintenance tasks, including early check-ins and late check-outs.
• Work with the after-hours answering team to keep the Knowledge Center up to date.
• Share correspondence and communications with relevant departments as needed.

Listing & Marketing Management
• Update and improve marketing channels (Airbnb listings, OTAs, and direct booking websites).
• Ensure listings remain accurate, competitive, and optimized for guest conversions.

Owner Updates & Reporting
• Compile and analyze performance data from our property management systems.
• Prepare and send monthly or bi-monthly performance updates to owners.
• Track key performance indicators (occupancy rates, revenue trends, guest feedback, etc.).
• Provide insights into potential improvements, pricing adjustments, and guest satisfaction trends.

Process Optimization & Communication
• Identify inefficiencies and suggest ways to streamline operations.
• Maintain clear and direct communication with our on-the-ground employees.
• Help refine automated messaging and optimize workflows.

Work Order & Maintenance Coordination (Future Responsibility)
• Enter and track work orders submitted by guests for both the short-term rentals and hotel.
• Coordinate with on-the-ground vendors to ensure timely resolution of maintenance issues.
• Follow up on work orders to confirm completion and update records.
• Assist with purchase orders and vendor payments as needed.
• Monitor recurring maintenance needs and suggest proactive solutions.

Who We're Looking For
• Reliable & Independent – Can manage tasks autonomously and meet deadlines.
• Strong Communicator – Excellent written and verbal English skills.
• Detail-Oriented & Proactive – Notices issues and takes initiative to resolve them.
• Customer-Centric – Understands the importance of guest experience and service.
• Tech-Savvy – Can quickly learn and navigate property management and reservation systems.
• Weekend Availability – Must be available for weekend support when normal coverage is lower.

Qualifications
• Experience in vacation rentals, hotel operations, or property management.
• Familiarity with OTAs, chargebacks, guest verification, and listing management.
• Prior experience with Mews, Hospitable, or similar PMS tools.
• Understanding of accounting and OTA reconciliation processes.