Guest Service Agent & Assistance

About the role

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 four Guest Service Agents, each with a specialty in Leasing, Listings, Finance, or Marketing. Your primary responsibility is to deliver fast, professional communication with guests, ensuring a seamless experience at all times. When guest activity is low, you will focus on your assigned specialty, supporting key operational tasks behind the scenes. This role is essential to both our guest experience and the day-to-day performance of our operations. Your Main Responsibilities: A. Guest Service Agent - Respond to all guest messages within 5 minutes (goal: under 1 minute for simple responses), even without a full update - 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 guest concerns quickly and completely - Proactively schedule mid-stay cleans and collect all associated fees - Request, track, and confirm guest payments such as cleaning fees, pet fees, and calendar hold fees - Manage guest details and special requests including parking permits and other accommodations - Adjust listing details, property intel pages, automated messages, and templates as needed - Maintain calendar availability and blocks based on operational and sales needs - Monitor and respond to guest reviews and create follow-up tasks when needed - Request positive reviews and help prevent negative guest experiences - Reference and update Notion property intel pages to improve response accuracy and efficiency - Update Asana trackers, reservation checklists, and property statuses - Escalate urgent or high-risk issues to the Operations Manager immediately Additional Support Tasks (as needed): Leasing Support - Assist with MTR reservations, guest records, and reservation updates - Help send leases, addendums, extensions, and booking confirmations - Coordinate lock codes, background checks, and virtual tour scheduling - Support guest handoff during check

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