Extenteam
Remote Guest Services Specialist
Job Summary
The role involves managing and enhancing guest communications through prompt and professional responses via multiple platforms, including email, phone, and OTAs. Responsibilities include handling inquiries, resolving complaints, assisting with bookings, reviewing guest feedback, and coordinating with internal teams and property owners. Candidates should have excellent communication skills, attention to detail, and experience in guest services or reservations. The position requires independent work in a remote environment with technical setup and software familiarity.
Required Skills
Benefits
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 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.
We are looking for Remote Guest Services Specialist for a Property management company Client of ours. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Key Responsibilities:
- Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
- Provide accurate information regarding bookings, services, policies, and other inquiries.
- Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
- Assist with booking and confirming reservations. Assisting with reservations sales
- Guest review management: Review guest feedback and answer reviews on OTAs
- Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
- Create, update, and maintain guest communication templates and FAQs.
- Ensure all communications reflect the partner's voice and guidelines.
- Attend occasional virtual meetings and training sessions.
- Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
- Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
- Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings
- Work on off season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and procedures
- Handle permitting, Insurance requirements / documentation from property owners
- Manage calendar and inbox
- Excellent written and verbal English skills for phone, text, and email communication.
- Previous experience in guest services, reservations, or a related field.
- Strong organizational and multitasking abilities.
- Ability to work independently in a remote work environment.
- Attention to detail and commitment to providing exceptional service.
- Ability to show empathy, exhibit patience, and have a customer-centric mindset
- Possess critical thinking and problem-solving skills.
- Ability to learn new software quickly and efficiently.
- Willingness to ask questions when unclear about a task or process.
Nice to Haves:
- Vacation rental industry experience, working with VRBO, AirBnB, etc.
- PMS experience in the rental and hotel industry
TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)
Extenteam
Extenteam delivers #1 remote staffing solutions for professionals in property management & hospitality - with up to 60% savings compared to local hiring.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.