Extenteam
short term vacation rental
GuestServiceAgent&Assistance
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Guest Service Agent & Assistance at Extenteam. Skills: Guest service, Customer communication, Operational tasks. Respond to guest messages. Monitor guest communication channels”
What You'll Achieve.
Respond within 5 minutes; Respond under 1 minute; Maintain 5-star communication experience; 100% guest fees requested; 100% guest fees tracked; 100% guest fees confirmed; 100% guest fees escalated; 100% accuracy in guest details; No missed messages; No missed tasks; No incomplete follow-ups
Industry & Context.
Problem-solving
Minimum 30mbps internet speed, Wired internet connection, i5 11th Gen or higher, Windows 11 / MacOS Catalina or higher, Minimum 8 GB RAM, Private quiet home office, Back-ups for power/internet, Good headset, Good webcam, Noise-canceling headset
What They're Looking For.
Must Have
Experience in hospitality, Experience in property management, Experience in customer service, Written communication, Attention to detail, Ability to multitask, Remain responsive during shifts, Experience handling guest concerns, Experience handling customer communication in real time, Ability to work independently, Take ownership of responsibilities, Willingness to support additional operational tasks
Nice to Have
Social media experience, Finance-related experience
What You'll Do.
Respond to guest messages
Monitor guest communication channels
Deliver clear communication
Deliver professional communication
Deliver brand-aligned communication
Take action on guest issues
Create Breezeway tasks
Assign Breezeway tasks
Coordinate with internal team members
Resolve guest concerns
Proactively schedule mid-stay cleans
Collect associated fees
Request guest payments
Confirm guest payments
Manage special requests
Adjust listing details
Adjust property intel pages
Adjust automated messages
Maintain calendar availability
Maintain calendar blocks
Monitor guest reviews
Respond to guest reviews
Create follow-up tasks
Escalate urgent issues
Escalate high-risk issues
Assist with MTR reservations
Assist with guest records
Assist with reservation updates
Help send booking confirmations
Coordinate lock codes
Coordinate background checks
Coordinate virtual tour scheduling
Support guest handoff
Assist with updating listing descriptions
Assist with updating pricing
Assist with updating amenities
Assist with updating photos
Help monitor occupancy
Help monitor pricing trends
Help monitor listing performance
Support listing optimization
Support platform updates
Organize expense documentation
Assist with tracking supply costs
Assist with tracking maintenance expenses
Help maintain financial records
Assist with social media scheduling
Assist with content organization
Assist with engagement
Help update guest guidebooks
Help update marketing materials
Help update promotional content
Support email marketing campaigns
Support marketing-related projects
How You'll Work.
Team & Collaboration
Coordinate with internal team members
Communication Scope
Written communication; Professional communication; Brand-aligned communication
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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