Guest Experience Specialist

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 looking for a Guest Experience Specialist for one of our partners.  

As a key member of the Guest Experience team, you'll be at the heart of our day-to-day guest operations across all properties. You'll serve as one of the primary voices behind every message, inquiry, and interaction—ensuring each guest feels supported from start to finish. Your strong organizational skills will help maintain seamless communication, especially during high-volume periods across inboxes and phone lines. Reporting directly to our leadership team, you'll be the front line of guest relations—responding to inquiries with clarity, resolving issues with empathy, and delivering consistently professional service. From detailed booking support to real-time problem-solving, your role will be critical to creating an exceptional guest experience.

Key Responsibilities:

-    Create, modify, and manage guest reservations in the Guesty platform for direct bookings
-    Familiarity / know-how with OTA booking platforms and reservations (AirBnB, , Expedia, etc)
-    Process changes to reservation dates, issue refunds, and charge credit cards as necessary
-    Clear and consistent communication with guests across various communications platforms (phone/text/email) while maintaining a professional and courteous demeanor
-    Coordinate and collaborate with other departments to resolve guest issues, no matter how complex, with clear communication to ensure smooth operations
-    Address and resolve guest issues and concerns (if you excel at problem solving, and thinking outside the box for resolutions to issues - we want to hear from you)
-    Create Breezeway tickets on behalf of guests for maintenance, housekeeping, and other requests

Must haves:

-    Previous experience working in hotels, vacation rentals (short term rentals), apart-hotels or related field
-    Ability to problem solve, resolve guest issues and work independently in a remote work environment
-    Excellent written and verbal English skills (no exceptions). This position will be communication across various communication methods.
-    Strong organizational, multitasking, time and task management abilities
-    Empathy and patience, and a customer-centric mindset, especially with difficult guests
-    Strong attention to detail
-    Ability to learn many new software systems and operating procedures quickly

Nice to have:

-    Experience and comfortability with the following
-    AirBnB, , Expedia, Guesty, EnsoConnect, Slack, GoogleSuite, Notion, AirTable, Stripe

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.