Vacation Rental Reservationist & Review Liaison
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.
Summary:
This hybrid role supports the reservations and guest services teams, balancing front-end booking duties with operational guest support. The position includes three days per week focused on reservations and two days per week on guest services (one daytime shift, one after-hours shift). The individual will manage booking inquiries, vet guests, support in-house guests, and ensure issues are resolved or escalated appropriately.
Duties and Responsibilities
Reservations (3 days/week) (9am-5:30pm) :
- Answers incoming reservation calls and provides excellent customer service
- Inputs inquiries into the property management system, confirms reservations, and sends receipts and pre-arrival information
- Vets all guests using internal procedures to ensure compatibility with the owner and company standards
- Processes payments, cancellations, and guest special requests
- Maintains accurate and detailed notes on all reservations
- Communicates promptly with housekeeping, operations, and maintenance teams
- Monitors and responds to guest and owner emails
- Writes and updates listing descriptions as needed
- Participates in occasional special projects
Guest Services - Day (9am-5:30pm) & Night Shifts (5:15pm -1:45am)
(2 days/week total):
- Handles guest and owner calls, emails, and texts
- Troubleshoots guest issues (Wi-Fi, smart devices, lockboxes, directions, etc.)
- Escalates emergencies to appropriate local staff
- Enters maintenance and housekeeping work orders in internal systems
- Assigns tasks to internal teams for routine guest needs
- Monitors security cameras and flags any issues
- Records detailed shift notes to ensure proper handoff to other team members
- Audits and updates listings across platforms (seasonality, calendar sync, photos)
- Ensures all incoming guests are fully paid and vetted
- Responds to reviews, uploads positive reviews to company website, and shares with property owners
- Enters negative reviews into internal tracking software
- Supports special projects including expense entry and internal audits
- Other duties may be assigned
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