Administrative and Guest Services Representative (Spanish and English)

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.

We are looking for a Administrative and Guest Services Representative for a Property management company client of ours. The position requires someone who can communicate confidently in both Spanish and English.

Internal tasks:

• Inbox sorting: sort email inbox into guest vs owner messages, prioritizing emergency issues, non emergency / routine guest issues (general questions, not related to major maintenance problems or requests) assigning tasks to internal staff as necessary
• Escalate emergency guest issues to local staff when necessary
• Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift

Guest Services tasks

• Enthusiastically and promptly assist guest to find the perfect property for their stay via phone, email, chat, etc. in company software and on any other booking platform
• Call and follow up via phone on potential guest inquiries, clear inboxes and voicemails at the beginning of the shift
• Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in house guests
• Become familiar with the areas where the company has homes, be able to answer questions related to local attractions, etc.
• Handle calls, emails, chats from in-house guests. Handle guest issues such as lockbox issues, wifi troubleshooting, directions to homes, etc
• Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules
• Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners
• Escalate emergency guest issues to local staff when necessary**
• Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift **
  **also listed under internal tasks as emergency issues may be discovered in email sorting

Additional Tasks when time allows, assigned by Owner. Offseason tasks:

• Assist with prospecting and owner outreach to build the property portfolio
• Onboard new properties into software, building room details, coordinating calendars for accuracy
• Audit current listings across all platforms, ensuring accuracy of details and calendar synch
• Change listings for seasonality, photos, etc.
• Oversee off season maintenance tracking, including but not limited to pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector and lock battery change

The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary.