Guest Concierge Lead -Bilingual

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. 

What This Role Is About:

As a Guest Services Supervisor, you will lead and oversee a dynamic team dedicated to providing exceptional service to guests and property owners. You will ensure prompt and efficient handling of inquiries and solutions, maintaining high standards of guest satisfaction.

Your Main Responsibilities:

Guest Experience & Customer Service

• Oversee the sorting and prioritization of guest and owner communications, ensuring prompt escalation of emergency issues and efficient resolution of routine matters.
• Collaborate with the team to maintain and respond to inquiries from all Online Travel Agencies (OTAs) such as Airbnb, Vrbo, Booking.com, and others.
• Provide expert assistance across multiple channels (phone, email, chat), ensuring guests’ needs are met.
• Ensure accurate, timely information is provided to guests before, during, and after their stay.

Team Support & Leadership

• Supervise, train, and mentor guest services team members, setting clear expectations and holding them accountable for performance and responsiveness.
• Assist managers in analyzing and tracking operational data to identify trends, gaps, and opportunities. Ensuring the team meets KPIs
• Assist managers in providing the guest services team with performance reviews.
• Document processes, timelines, and requirements to ensure smooth implementation.

Cross‑Department Collaboration

• Communicate with housekeeping, maintenance, and other teams to ensure seamless handoffs.
• Coordinate with leadership on process improvements and operational priorities.

Required Qualification

• 1-2 years of experience leading remote Guest Service teams.  
• Ability to work in a fast‑paced environment
• Experience working with OTAs (Airbnb, Vrbo, Booking.com, etc.)
• Ability to work independently and collaboratively with cross‑functional teams
• Flexibility to work weekends, holidays, or extended hours as needed
• Comfortable analyzing operational data and identifying trends
• Strong problem‑solving and conflict‑resolution skill
• High attention to detail and accuracy
• Strong Communication Skills

Work Schedule

• This role is expected to follow a Monday–Friday schedule, typically from 7:00 AM to 3:00 PM. PST. While this is the standard schedule, business needs may occasionally require flexibility, including adjusted hours or additional coverage.
• You may be required to work holidays as needed to support operations.