Assistant & Guest Services 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. 

About the Role

As our Assistant & Guest Services Specialist, you will be the backbone of our operations, ensuring exceptional guest experiences while providing crucial administrative support to the direct manager. This is a task-driven role where you'll work closely with leadership to execute various operational initiatives while maintaining our high standards of guest service.


Key Responsibilities

Guest Services & Communications (Primary Focus 
● Serve as primary point of contact for guest inquiries via multiple channels (phone, email, messaging platforms)
● Handle pre-arrival, during-stay, and post-departure guest communications professionally and promptly
● Resolve guest issues and complaints with empathy while protecting company interests
● Coordinate with cleaning teams, maintenance staff, and vendors to address guest needs
● Manage booking modifications, cancellations, and special requests
● Ensure exceptional guest experience that drives positive reviews and repeat bookings
● Monitor guest feedback and implement improvements to service delivery

Administrative Support & Task Management
● Execute tasks and projects assigned by direct manager with attention to detail and timeliness
● Collaborate closely with management on operational initiatives and day-to-day tasks
● Assist with vendor management, scheduling, and supplier coordination
● Maintain organized filing systems and ensure all documentation is current and accessible
● Support special projects and business development initiatives as assigned
● Coordinate property maintenance schedules and vendor appointments

Social Media & Content Creation
● Create and edit social media content for Instagram and TikTok to showcase properties
● Develop engaging video content that highlights property features and guest experiences
● Assist with social media strategy implementation and content calendar management
● Monitor social media engagement and respond to inquiries across platforms

Basic Financial Support (Preferred Experience)
● Assist with basic bookkeeping tasks using Guesty's integrated accounting features
● Support preparation of monthly owner statements reflecting rental income and expenses
● Process and record property-related expenses including maintenance, utilities, and vendor payments
● Maintain accurate financial records and assist with account reconciliations when needed
● Generate basic financial reports as requested by management

Property Management & Revenue Optimization
● Maintain and update property listings across multiple platforms to maximize visibility and bookings
● Implement listing improvements and optimizations to enhance revenue performance
● Monitor and adjust pricing strategies using PriceLabs data and market insights
● Coordinate with Turno for seamless guest check-in/check-out experiences
● Organize and maintain comprehensive databases of guest information, property details, and vendor contacts
● Track key performance metrics and identify opportunities for operational improvements 

Administrative Support
● Collaborate closely with company ownership on strategic initiatives and day-to-day operations
● Assist with vendor management, contract negotiations, and supplier relationships
● Support special projects and business development initiatives as needed
● Maintain organized filing systems and ensure all documentation is current and accessible

Required Qualifications

Must-Have Experience & Skills
● Guest Service Excellence: Demonstrated ability to handle customer service inquiries professionally and efficiently with a hospitality mindset
● Task Management: Strong organizational skills with ability to manage multiple tasks assigned by direct manager
● Property Management Systems (PMS): General knowledge of property management software, with specific familiarity with Guesty's platform and accounting services
● Bookkeeping: Basic bookkeeping experience and understanding of financial record-keeping
● Guesty Accounting: Experience with Guesty's accounting features and financial management tools
● Owner Statements: Experience preparing or assisting with owner statements and financial summaries
● Communication Skills: Excellent written and verbal communication abilities across multiple channels
● Remote Work: Proven track record of success in remote work environments with strong self-management skills
● Adaptability: Ability to learn new systems quickly and adapt to changing priorities
● Team Collaboration: Strong team player with enthusiasm for working closely with management


Preferred Experience & Skills
● Social Media: Experience creating and editing content for Instagram and TikTok, including video editing skills
● Content Creation: Ability to produce engaging visual content that showcases properties effectively Technical Requirements
● General knowledge of Guesty property management system, particularly accounting services
● Experience with Turno or similar guest experience platforms
● Familiarity with PriceLabs or comparable revenue management tools
● Proficiency in Microsoft Excel and basic computer skills
● Strong attention to detail and organizational abilities
● Social media platforms knowledge (Instagram, TikTok)
● Video editing capabilities for social media content

Nice-to-Have Qualifications
● Bachelor's degree in Hospitality, Business, Communications, or related field
● Previous experience in short-term rental or vacation rental management
● Knowledge of additional property management platforms (Airbnb, VRBO, Booking.com)
● Experience with QuickBooks or other accounting software
● Familiarity with hospitality industry best practices
● Photography skills for property and content creation
● Experience with content creation tools and editing software