Guest Service 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 Services Specialist for a Property management client of ours. This position plays a pivotal role in providing outstanding customer service, guest communications efficiently, and supporting back-office operations. The ideal candidate will be enthusiastic, outgoing and eager to share the passion for delivering exceptional service to guests and owners across the UK. A can-do attitude is essential, along with the ability to use initiative and confidently resolve issues to ensure a seamless guest experience.  While holiday-letting experience is an advantage, attitude, communication skills, attention to detail and ability to learn back-office booking system matter most.  This role is ideal for someone with customer-facing experience, but it is also a great opportunity for recent graduates looking to begin their career.

As part of a small but fast-growing team, you will need to be adaptable, proactive and comfortable making decisions to deliver outstanding guest service. Your primary responsibilities will include handling guest queries, processing bookings, taking calls and resolving any issues that arise.

Your Main Responsibilities (Include but are not limited to):

• Administering online check-ins and managing guest special requests
• Uploading guest reviews onto the Client's website
• Responding to guest enquiries across multiple platforms
• Maintaining the incident log for the Operations team
• Reporting and escalating incidents as required

Problem Resolution: 

• Address and resolve guest issues, providing effective solutions to ensure guest satisfaction.

Reservation Management: 

• Manage the end-to-end reservation process, including booking, confirmation, and handling cancellations.
• Collaborate with guests to understand their needs, recommend suitable properties, and facilitate smooth check-in/check-out processes. 

Back Office Support:

• Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation.
• Coordinate with internal teams, including housekeeping and maintenance, to support the efficient operation of vacation rental properties. 

Virtual Communication and Coordination:

• Maintain clear and consistent communication with guests, internal teams, and property owners.

What We're Looking For:

• Previous experience in guest services, reservations, or a related field is an advantage.
• Excellent written and verbal English skills.  his position will be communicating via phone, text, and email.  
• Strong organizational and multitasking abilities.
• Ability to work independently in a remote work environment.
• Attention to detail and commitment to providing exceptional service.
• Empathy and Patience.
• Customer-Centric Mindset.
• Critical thinker.
• Ability to learn new software easily and efficiently.
• Vacation rental industry experience.
• Airbnb and VRBO experience is an advantage
• Microsoft 365 Suite experience (Outlook, Word, Excel, Teams)

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.