Extenteam
Vacation Rental
GuestReservationAgent
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Guest Reservation Agent at Extenteam. Skills: Guest Services, Reservation Management, Back-Office Support. Serve as primary contact for guests. Respond to in-house guest emails, chats, and texts”
What You'll Achieve.
delivering exceptional customer service; managing reservations; supporting back-office operations; ensure a seamless experience for guests, property owners, and internal teams; increase profitability; growing our product market fit; expanding TAM and service levels
Industry & Context.
Critical thinking and problem-solving skills
Must be residing in the PHILIPPINES, Internet speed minimum 30mbps: Needs to be Wired, i5 11th Gen or higher, Windows 11 / MacOS Catalina or higher, Minimum of 8 GB RAM, Private and quiet dedicated home office area, Back-ups in case of power or internet provider interruptions, Good headset and webcam (preferably noise-canceling headset)
What They're Looking For.
Must Have
Excellent written and verbal English skills, Previous experience in guest services, reservations, or a related field, Proven experience with Industry PMS, organizational and multitasking abilities, Ability to work independently in a remote work environment, Attention to detail, commitment to service excellence, Empathy, patience, and a customer-first mindset, Critical thinking and problem-solving skills, Ability to learn new software quickly, Willingness to ask questions when clarification is needed, Must be residing in the PHILIPPINES
Nice to Have
Vacation rental industry experience, experience with OTAs like Airbnb and Vrbo
What You'll Do.
Serve as primary contact for guests
Respond to in-house guest emails
Answer in-house guest calls
Make outbound calls to guests before arrival
Respond to complaints or upset guests
Enter work orders for maintenance issues
Communicate with potential guests
Respond to emails with reservation information
Collaborate with guests to understand needs
Stay familiar with the area and properties
Advise guests on promotions or upgrades
Handle end-to-end reservation process
Check voicemail and follow up
Manage sales leads through CRM
Process guest payments
Monitor and respond to guest reviews
Collect and analyze guest feedback
Serve as in-house specialist for Streamline PMS
Assist property owners with inquiries
Process daily reservations and financial reports
Support office staff by coordinating
Handle data entry for onboarding new properties
Maintain OTA system listings
How You'll Work.
Team & Collaboration
Collaborate with guests to understand their needs; Support office staff by coordinating with housekeeping, maintenance, and accounting as needed
Communication Scope
Excellent written and verbal English skills; professional and friendly written communication; professional and friendly manner
Full Job Description
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
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