Reservations Sales 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. 

The role requires a sales minded individual who possesses the skills to sell reservations via inbound and outbound phone calls, emails and online web chats in a positive and professional sales environment.  This agent should be courteous, self motivated and detail oriented. Ability to manage sales leads a must. Knowledge of Revinate applications and Maestro a plus.

Responsibilities:

While performing the duties of the job, the Reservation Sales Agent is expected to enhance his/her performance by:

1. Performance:
• Conversion Goals: Meet and exceed conversion goals, striving for a 30% close conversion within the first 90 days of employment and consistently surpassing monthly targets.
• Compliance: Maintain a 98% compliance rate with company policies and procedures to uphold the highest standards of service and operational efficiency.
• Email Interaction: Achieve an 85% email gather rate during customer interactions, ensuring comprehensive communication and record-keeping.
• Call Recording Accuracy: Ensure a 99% accuracy rate in call disposition recording for precise tracking and analysis of customer interactions.
2. Reservation Handling & Tasks:
• Manage advance deposits with precision, ensuring accurate and timely processing.
• Answer inbound reservation sales calls and make outbound reservation sales calls. 
• Maintain and efficiently manage waitlists to optimize the allocation of available spaces.
• Promptly complete ResWave tasks to facilitate smooth operations.
• Confirm reservations through outbound calls, focusing on accuracy and customer satisfaction.
• Utilize effective communication skills to address customer inquiries and concerns.
3. Communication Management:
• Respond promptly to emails and voicemails, providing comprehensive and helpful information.
• Process credit card authorization forms and check requests with accuracy and adherence to security protocols.
4. Administrative Tasks:
• Maintain a clean and orderly office environment to create a positive and organized workspace.
• Adhere to proper lead generation techniques and follow-up procedures to drive sales and expand the customer base.
• Evaluate the waitlist for each property to address vacancies resulting from cancellations.
• Promptly complete show confirmations tasks to facilitate smooth operations.

Qualifications:

• Flexible schedule, including nights, weekends, and holidays to be worked 
• Proven experience in a reservation sales or similar role.
• Strong communication and interpersonal skills.
• Basic Math skills required
• Able to operate basic Microsoft and google suite applications with the ability to learn necessary technologies
• Strong communication and interpersonal skills.
• Ability to multitask in a fast-paced environment.
• Knowledge of reservation systems and sales best practices.
• Flexibility and adaptability to a dynamic work environment.
• Familiarity with CRM systems and call monitoring tools.
• Ability to adapt to changing business needs and prioritize tasks effectively
• Performance Expectations:
• The successful candidate will consistently meet or exceed performance metrics, ensuring high-quality customer interactions, accurate record-keeping, and compliance with company policies. A proactive approach to lead generation and a commitment to maintaining a positive and organized office environment are essential.