Reservationist

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. 

About Us:
Casago Highland Lakes is a locally owned and operated vacation rental property management company serving the scenic Highland Lakes region of Central Texas. Founded by hospitality-driven entrepreneurs with deep local roots, we are committed to delivering exceptional guest experiences while maximizing homeowner satisfaction and rental income.

Position Overview:
We are seeking a motivated, detail-oriented Virtual Reservationist to join our remote team. This role is integral to our guest services operation and will involve managing reservations, responding to inquiries, and providing exceptional pre-arrival and in-stay support to ensure guests feel welcomed and taken care of in a consistent and appropriate manner.

Key Responsibilities:
- Manage guest reservations across multiple booking platforms (Airbnb, Vrbo, direct website, etc.)
- Promptly respond to booking inquiries via email, phone, and text
- Provide accurate property information and availability to potential guests
- Coordinate with internal teams to ensure guest requests and arrival preparations are met
- Monitor calendar accuracy and prevent double bookings
- Review and verify guest reservations for accuracy and compliance with policies
- Facilitate upsell concierge services (grocery delivery, early check-in, wine tours, etc.) requests, when applicable
- Assist with follow-up communication post-booking and pre-arrival
- Handle reservation quotations, modifications, cancellations, and refunds in accordance with policies

Qualifications:
- 2+ years of experience in a reservations, guest services, or virtual assistant role (vacation rental or hospitality industry preferred)
- Proficient in reservation management systems (experience with StreamlineVRS platform is a plus)
- Excellent English verbal and written communication skills.
-Strong organizational skills and attention to detail
- Ability to multitask in a fast-paced, remote environment
- Customer-service focused with a problem-solving mindset
- Available to work flexible hours, including most weekends and some holidays

Preferred Skills:
- The qualified applicant's disposition MUST be calm, considerate, and professional even in the most pressing circumstances
- Experience working with property management software and/or online travel agencies and/or channel managers
- Experience working with communications platforms such as Enso Connect or RueBaRue are highly desirable
- Bilingual (Spanish/English) a plus