Guest Service Agent & Assistance

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:

We are hiring one Guest Service & Listings Agent. Guest communication is the core of this role — fast, professional, and consistent across every shift. When guest activity allows, you will also support listing management and assist with leasing tasks as needed.

Your Main Responsibilities:

Guest Messaging

This is the primary focus of every shift. Guest communication always takes priority over everything else.

Respond to all guest messages within 5 minutes (goal: under 1 minute for simple responses), even when a full resolution is not yet available

Monitor all guest communication channels including Hostaway, Furnished Finder, email, texts, and phone calls

Deliver clear, professional, and brand-aligned communication in every interaction

Take immediate action on guest issues by creating and assigning Breezeway tasks

Coordinate with internal team members to resolve all guest needs quickly and completely

Proactively schedule mid-stay cleans and collect all associated fees

Request, track, and confirm 100% of guest payments including mid-stay cleaning, pet fees, and calendar hold fees, escalating when needed

Accurately manage guest details and special requests, including parking permits and other needs

Monitor and respond to guest reviews, and create follow-up tasks for the operations team to address feedback

Actively request positive reviews and take steps to prevent negative reviews when possible

Reference and continuously update Notion property intel pages to improve response accuracy and efficiency

Update Asana to keep property statuses, availability trackers, and reservation checklists current

Escalate urgent or high-risk issues to the Operations Manager immediately

Listing Management

When guest activity is lower, you will keep our listings accurate, optimized, and performing well across all platforms.

Maintain and update existing listings including descriptions, photos, amenities, and pricing

Adjust pricing and availability to maximize occupancy and revenue

Optimize listings for visibility through titles, descriptions, keywords, and platform-specific features

Ensure listings are published and active across all required platforms, including distribution channels and insurance portals

Monitor listing quality and flag any issues that could impact bookings or guest experience

Adjust automated messages and message templates as needed

Leasing Support

You will assist the Leasing Manager with mid-term rental tasks as they come up. This is not a daily function but an important part of keeping operations running smoothly.

Send leases, addendums, and process reservation extensions

Create direct reservations and confirm all required payments are complete

Generate and manage lock codes for guests and vendors once requirements are met

Coordinate background checks and assist with approvals as directed

Support calendar blocking and unblocking based on move-out timelines and property readiness

What We’re Looking For:

Experience in hospitality, property management, or customer service, with demonstrated ability to handle guest communication in real time

Familiarity with digital tools used in property operations, including Breezeway, Asana, Notion, Hostaway or similar PMS , and Microsoft Office Suite

Strong written communication and attention to detail

Ability to stay responsive and focused during all shifts, including lower-activity periods

Ability to take ownership, follow through, and manage multiple tasks at once

Valid driver's license, clean driving record, and reliable transportation

Performance Expectations

This role is critical to our operation. Guests are our top priority, and the speed and quality of communication directly impact our reviews, revenue, and brand.

All guest messages responded to within 5 minutes, with a goal of under 1 minute for simple responses

5-star communication experience maintained across all guest interactions

100% of guest fees requested, tracked, and confirmed or escalated

100% accuracy in guest details, including parking permits and required information

No missed messages, tasks, or incomplete follow-ups

Technical Requirements:

Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)

i5 11th Gen or higher

Windows 11 / 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)

Why You’ll Love Working with Us:

Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.

Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.

Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.

HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.