Guest Service 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.
We are seeking a professional Remote Guest Services Specialist to manage and enhance our guest communications. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
1. Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
2. Provide accurate information regarding bookings, services, policies, and other inquiries.
3. Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
4. Assist with booking and confirming reservations.
5. Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
6. Create, update, and maintain guest communication templates and FAQs.
7. Ensure all communications reflect the partner's voice and guidelines.
8. Attend occasional virtual meetings and training sessions.
9. Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
Qualifications:
-High level of professionalism and empathy.
-Proven experience in customer service, guest relations, or a similar role, preferably in the hospitality industry.
-Experience with a PMS/ OTA's is required.
-Onboarding experience is a plus
-Exceptional written and verbal communication skills.
-Strong organizational and multitasking abilities.
-Ability to work independently and manage time effectively.
-Problem-solving attitude with the ability to remain calm under pressure.
-Attention to detail and a commitment to quality.
-Remote work setup with reliable internet access.
-Must be residing in Greater Metro Manila
Apply for this job
*
indicates a required field