Reservation Specialist (Spanish Bilingual)

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 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 Spanish Bilingual Reservations Specialist for a property management company client of ours. You will be the primary point of contact for potential guests, managing reservations, ensuring a smooth booking process, and coordinating closely with property owners and internal teams. This role requires excellent communication, strong organizational skills, and a commitment to delivering exceptional service to both guests and property owners.

Your Main Responsibilities:

Reservation Management

• Handle guest inquiries, secure reservations, and provide accurate pricing information
• Use property management software to manage reservations and update property availability
• Coordinate with property owners to confirm availability and set booking restrictions
• Maintain accurate records of reservations, payments, and guest information
• Ensure compliance with property management agreements and company regulations
• Keep detailed notes on all reservations
• Leverage vacation rental platforms such as Airbnb, Vrbo, and similar channels
• Utilize PMS tools in the vacation rental or hotel industry (Guesty)

Guest Review Management

• Monitor and respond to guest reviews across platforms including Airbnb, Vrbo, Google, and TripAdvisor
• Address guest feedback professionally to enhance guest satisfaction and brand reputation
• Analyze review trends and share insights with operations teams to improve the guest experience
• Implement strategies to encourage positive reviews (follow-ups, automated requests, incentives)
• Collaborate with marketing and operations teams to highlight positive guest feedback
• Respond professionally to negative reviews, addressing concerns and representing the company positively

Customer Service & Guest Experience

• Provide timely and professional support to guests via phone, email, chat, and text
• Assist guests in selecting the ideal property with in-depth product knowledge
• Offer recommendations for local attractions and amenities
• Vet guests prior to arrival using established screening procedures
• Demonstrate strong area knowledge and apply upselling strategies when appropriate
• Promptly monitor and respond to communications from guests and property owners.

What We're Looking For:

• Spanish bilingual is required (English and Spanish)
• You must be Excellent written and verbal English communication skills (5/5 on all assessments)
• Previous experience as a Reservations Specialist in the vacation rental or hotel industry
• Strong customer service and interpersonal skills
• Critical thinking skills, especially in reservation sales situations
• Ability to work independently in a remote work environment
• High attention to detail and commitment to exceptional service
• Empathy, patience, and a customer-centric mindset
• Strong math proficiency to accurately calculate rates, discounts, fees, and totals
• Ability to quickly learn and navigate new software and systems

Nice to have:

• OTA (Airbnb, Vrbo, Booking.com) and PMS integration experience

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.