Guest Services Specialist

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Extenteam

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2008

🏠 Real Estate

☁️ SaaS

👥 HR Tech

Real Estate • SaaS • HR Tech

Extenteam is a company that provides property management staffing solutions, particularly for vacation rental property managers and long-term rental property managers. They offer a 'Staffing-as-a-Service' model, supplying remote workforce services for roles such as guest services, reservations support, accounting and bookkeeping, marketing, and back-office coordination. Extenteam integrates skilled talent into clients’ teams to enhance operations, streamline processes, and ramp up revenue. With a focus on continuous improvement and training, they ensure high standards in the vacation rental industry. Their services aim to reduce downtime and improve productivity by providing top global talent and handling all recruitment, payroll, and performance monitoring responsibilities.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.