Guest Services 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. 

About The Role

Our Guest Services Associates are our frontline representatives – the members of this team provide the highest level of customer service to Del Mar’s Guests and potential Guests. Our team does this by managing guest relations, responding to inquiries, booking reservations, answering phone calls,following up with leads, and supporting current guests by helping to solve any issues that may arise. You will utilize the phone, email, and texts as well as numerous technology programs such as the Google Suite, HubSpot, Zuper, AirCall and Guesty as well as all the popular OTA’s (Airbnb, Vrbo, HomeAway,Hopper)

About You
● You pride yourself in being able to provide a Five-Star experience to guests
● Always communicating in a friendly, patient, helpful, and courteous manner (even when a guest is upset) is one of your superpowers
● You have clear and effective writing skills
● You are able to seamlessly flex between tasks and adjust priorities according to Guests’ needs
● You are always willing to go the extra mile to help a co-worker or guest find solutions
● You love using technology and have experience in using different programs to make reservations, log maintenance requests, track reservation data and run various reports.
● The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary.
● You thrive under stress and have excellent problem-solving abilities
● You have great project management skills and are self-directed and motivated 

In general, GS Team Members will be available to complete routine tasks while answering or responding to inquiries during their shift.

Internal Tasks
● Inbox sorting:
○ Responding to messages in the order they were received to ensure timely responses
○ Prioritizing emergency issues
○ Non-emergency / routine guest issues (general questions, not related to major maintenance problems or requests)
● Assign tasks to internal staff as necessary
● Escalate emergency guest issues to local staff when necessary
● Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift

Guest Services Tasks

● Enthusiastically and promptly assist guests in finding the perfect property for their stay utilizing phone, email, and text
● Call to follow up via phone on potential guest inquiries during their local business hours, clear inboxes, and voicemails at the beginning of the shift
● Familiarize yourself with all homes in the portfolio as well as where to find all home information and details to assist guests before and during their stay
● Become familiar with the areas where the company has homes, be able to answer questions related to local attractions, etc.
● Handle calls, emails, and texts from in-house guests. Handle guest issues such as lockout issues, wifi troubleshooting, directions to homes, etc
● Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules
● Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners
● Escalate emergency guest issues to local staff when necessary
● Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift also listed under internal tasks as emergency issues may be discovered in email sorting

Additional Tasks when time allows
● Data entry projects as assigned
● Audit current listings across all platforms, ensuring the accuracy of details and calendar
● Assist with project management and tracking, including but not limited to:
○ Home opening/closing schedules
○ VIP Guest outreach and gift scheduling
● Assist in responding to reviews on public platforms
● Log reviews/submit tickets/feedback as needed
○ Employees can log VRBO/Google reviews, scan Airbnb reviews to identify maintenance issues and general feedback, and put in the appropriate tickets as needed
● Reservation Campaigns to include reaching out via email templates to fill gap nights; responding to inquiries from marketing emails; and following up on leads

Tech Stack:
-Aircall- using, responding, organizing, integrations
-Guesty- reservations, accounting, finding home information, inbox
-Slack- using, responding, organizing, integrations
-Hubspot - database, communication, all our forms
-Zuper - dispatch, history, troubleshooting

-RemoteLock - locating information, troubleshooting lockouts, updating/creating codes
-Airtable - finding home information
-Airbnb - support cases, alteration requests, investigating, reviews
-VRBO -reviews, investigating
-Booking.com- reservation management, investigating

Extras to note:
● Great team, excited to meet you!
● Yes to external monitor (may rent first)
● Some bonus (to be determined)