Guest Reservations 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. 

Primary Responsibilities:

1. Manage Stagers and Cleaning Teams:

   • Schedule and adjust job assignments for stagers and cleaners, ensuring all tasks are completed on time and to standard.
   • Assist stagers as needed, offering guidance and support to ensure smooth operations.
   • Coordinate with stagers and cleaning crews to ensure the highest quality service before, during, and after guest stays.

2. Guest Relations and Experience:

   • Enthusiastically assist guests in finding the ideal property for their stay.
   • Screen potential guests, handle guest relations, and follow up after stays, including requesting guest reviews.
   • Resolve issues that arise before, during, or after a booking to ensure guest satisfaction.
   • Develop strong guest relationships, focusing on retention and repeat bookings.

3. Guest Surprises and Special Requests:

   • Organize and execute surprise gifts, holiday treats, and other special offerings for guests.
   • Ensure guest needs are met and anticipate special requests to enhance their experience.

4. Marketing and Sales:

   • Contribute ideas for marketing strategies and sales initiatives.
   • Implement marketing campaigns and follow through with tasks to improve the brand's presence.
   • Assist in identifying and applying improvements to both team processes and individual responsibilities.

5. Vendor/Service Provider Coordination:

   • Handle interactions with vendors and service providers for maintenance, guest accommodations, and other needs.
   • Manage scheduling and ensure quality standards are met for services rendered.
   • Address complaints or issues raised by vendors or service providers and resolve them promptly.

6. Administrative Support and Documentation:

   • Keep accurate, methodical records of daily activities and tasks performed.
   • Transfer relevant information to team members to ensure continuity and smooth transitions of duties.

7. General Responsibilities:

   • Stay familiar with all properties in the portfolio to ensure you can recommend the best options to guests.
   • Assist with the scheduling of Stagers and ensure all logistics are in place.
   • Proactively identify and implement improvements to increase the efficiency of team and individual processes.