​Extenteam is currently looking for a Remote Guest Services Lead (Spanish/English Bilingual) to join our growing organization and undertake the following tasks:

 

Key Responsibilities:

• 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 the next person on shift

Guest Services tasks:

• Enthusiastically and promptly assist guests in finding 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, and chats from in-house guests. Handle guest issues such as lockbox issues, Wi-Fi 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 the next person on shift **

Additional Tasks when time allows, are assigned by Owner.

Offseason tasks:

• Assist with prospecting and owner outreach to build the property portfolio
• Onboard new properties into software, build room details, coordinate calendars for accuracy
• Audit current listings across all platforms, ensuring the 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.

Requirements

Foundational Requirements:

• Some guest services and/or reservations experience in 5 star hotel type environment or the vacation rental industry. 
• Must be able to communicate both written and verbal in Spanish. 
• Excellent written and verbal English skills. No exceptions. This position will be communicating via phone, text, and email. 5 of 5 on all assessments. 
• 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. 

Nice to Haves: 

• Hospitality / Vacation rental industry experience, working with Hotels VRBO, AirBnB, etc. 
• PMS experience in the rental industry or hotel industry

TECHNICAL REQUIREMENTS:

• Internet speed minimum 30mbps. Needs to be wired (Buy a dongle if no LAN port)
• i5 8th Gen or higher
• Windows 10 / 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)

Benefits

WHO WE ARE:

EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.

WHAT WE DO

We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.

OUR CORE VALUES:

– MISSION ACCOMPLISHED: We Work Smart & Get Stuff Done.
– OWN YOUR STUFF: We Own Our Stuff.
– WALK THE TALK: We Do What We Say We’ll do.
– INTO THE WILD: We are Explorers.
– WORD AS BOND: Just Say It.
– ABOVE AND BEYOND: We Live Extenteam.

WHAT WE OFFER:

We offer our team members targeted development opportunities, both on a professional and personal level. We also offer:

– Competitive Salary
– Holiday Reward equivalent to 13th-month pay
– HMO
– Life Event Bonuses
– Preventive Mental Health Benefit