Vacation Rental 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.
- Reservation Management:
- Handle guest inquiries, secure reservations, and provide accurate pricing information.
- Utilize property management software to manage reservations and update property availability.
- Coordinate with property owners to confirm availability and set booking restrictions.
- Customer Service and Guest Experience:
- Provide outstanding customer service by ensuring timely responses to guest inquiries and concerns via email, chat, text and telephone.
- Provide superior service, assisting guests in choosing the ideal property from our collection, ensuring you have in-depth knowledge of each property.
- Offer recommendations on local attractions, and amenities.
- Vets all guests prior to arrival to make sure they are a good fit for the owner and the company using the vetting procedure.
- Demonstrate expertise about the area, guiding guests with informed recommendations and up-selling strategies.
- Promptly monitors and responds to emails from guests and owners.
- Documentation and Reporting:
- Maintain accurate records of reservations, payments, and guest information.
- Ensure compliance with property management agreements and company regulations.
- Keep detailed notes on all reservations.
- Guest Reviews Management:
- Track and respond to guest reviews on multiple platforms (Airbnb, Vrbo, Google, Booking.com, etc.).
- Responsible for negotiating with guests, whether it's offering refunds to prevent negative reviews or incentivizing them to leave a positive 5-star review.
- Responsible for maintaining Airbnb score above 4.80 throughout the year
- Responding to negative reviews that cannot be taken down and addressing any concerns on the guest’s review to show the company in a positive light
- Excellent written and verbal English skills. No exceptions. This position will be communicating via phone, text, and email.
- Previous experience as a Reservationist in the vacation rental or hotel industry.
- Excellent customer service and interpersonal skills.
- Ability to work independently in a remote work environment.
- Attention to detail and commitment to providing exceptional service.
- Empathy and Patience.
- Customer-Centric Mindset.
- Critical thinker.
- Ability to learn new software easily and efficiently.
- Vacation rental industry experience, working with VRBO, AirBnB, etc.
- PMS experience in the rental industry or hotel industry
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