Property Manager

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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

• Lead the Shared Services Team in answering questions related to guest messages. • Ensure all guest and partner messages are sent according to the knowledge center protocol. • Keep the knowledge center updated with new information as procedures and policies evolve. • Report inconsistencies to the Shared Services Team Leads and correct incorrect procedures. • Monitor reservations and abnormalities related to in-house guest issues, resolving them directly whenever possible without the need to involve the partner. • Serve as the decision-maker for exceptions to policies and goodwill gestures. • Monitor the Slack channel and Hospitable 24/7, or ensure someone is correctly responding to escalations around the clock — including overnight hours, weekends, and holidays. • Manage housekeeping schedules and ensure tasks are handled correctly and on time. • Communicate directly with OTA platforms and Hospitable when needed, escalating and finding alternative solutions when they are unhelpful or unresponsive. • Check that all automations are running correctly, and manually verify and correct workflows when they are not. • Ensure that OTA Revenue is distributed to each partner accordingly. • Prepare owner statements and send all revenue to the partners every month

🎯 Requirements

• Minimum of 3 years of experience in the short-term rental (STR) industry — hands-on, guest-facing property management experience is required, not adjacent hospitality or general customer service experience. • Demonstrated working knowledge of the types of issues guests typically raise during a stay (check-in/check-out, access, amenities, cleanliness, noise, damage, cancellations, refunds, etc.) and how to resolve them appropriately • Availability and willingness to work a non-traditional schedule, including being reachable for emergencies overnight, on weekends, and holidays. • Prior experience managing or leading a team, ideally in a remote or distributed setting. • Strong, confident decision-making skills, particularly around policy exceptions and guest goodwill gestures, balancing guest satisfaction with business impact. • Working familiarity with major OTA platforms (Airbnb, Booking.com, Vrbo/Expedia) and channel/property management systems such as Hospitable (or similar PMS tools). • Comfort working within Slack and other messaging/escalation tools for round-the-clock monitoring. • Basic financial literacy sufficient to review revenue distributions, reconcile payouts, and prepare monthly owner statements accurately. • Excellent written and verbal English communication skills, with the ability to communicate professionally with guests, partners, and OTA support teams. • Strong organizational skills to manage housekeeping schedules and coordinate across multiple moving parts simultaneously. • Ability to identify process gaps or breakdowns (e.g., automation failures, outdated procedures) and take ownership of fixing them rather than just flagging them. • Comfortable presenting updates and suggestions in meetings with cross-functional • Reliable high-speed internet connection, a dedicated remote workspace, and a backup power/internet plan given the on-call nature of the role. • High degree of integrity and transparency, given direct responsibility for partner revenue and owner reporting.

🏖️ Benefits

• Minimum of 3 years of experience in the short-term rental (STR) industry • Availability and willingness to work a non-traditional schedule, including being reachable for emergencies overnight, on weekends, and holidays.