Guest Experience Liaison

About Extenteam

Extenteam is the AI-driven operations platform for short-term rental property management, headquartered in Miami and founded in 2021. Our platform, Shared Services, handles guest communication and daily operational workflows for 80,000+ properties by pairing an AI orchestration layer with a shared-services team of hospitality-trained specialists, so no guest inquiry goes unanswered, day or night, and no property manager has to staff for the 2am cancellation themselves.

We're industry-only: every workflow, integration, and agent we hire is built around property management specifically, not bolted on from a generalist platform. As we push more of that platform toward AI-led automation and self-serve tools, the software our own Shared Services team works in every day has to keep pace, that's this role.

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 highly motivated and personable Guest Experience Liaison to join our team. This is not just a reservationist role; this role will also serve as a vital part of our guest review and satisfaction strategy. You will be responsible for making outbound calls to guests who are about to check out or have recently departed, to prevent negative reviews and encourage positive feedback. This role requires someone who is confident, results-driven, and naturally enthusiastic when talking to people.

Your Main Responsibilities:

Guest Engagement & Review Management:

• Proactively call guests before or immediately after check-out to gather feedback and address any concerns.
• Use strong interpersonal skills to de-escalate complaints and turn negative experiences into positive outcomes.
• Negotiate with guests when necessary (e.g., offering incentives) to encourage 5-star reviews.
• Respond to online reviews across platforms (Airbnb, Vrbo, Google, Booking.com), highlighting the company in a positive, professional manner even when addressing negative feedback.
• Maintain a minimum Airbnb score of 4.80 throughout the year.

Secondary Responsibilities:

Customer Service & Guest Experience:

• Provide timely and friendly support via phone, email, text, and chat.
• Recommend properties and local attractions based on guest preferences.
• Vet guests using established procedures to ensure the right fit for the property.
• Demonstrate knowledge of the area to enhance guest experience and upsell services.
• Serve as the voice of the brand, confident, friendly, empathetic, and professional.

Reservation Management: 

• Handle guest inquiries, secure reservations, and provide accurate pricing information.
• Use property management software to manage bookings and update property availability.
• Coordinate with property managers to confirm availability and set booking restrictions. 

What We’re Looking For:

• Excellent spoken and written English with a neutral or minimal accent. Must score 5 of 5 on communication assessments.
• Confident and natural communicator on the phone, unafraid to speak candidly and with professionalism.
• Results-oriented mindset motivated by targets, KPIs, and making a measurable impact.
• Positive, friendly personality, someone who truly enjoys talking to people and solving problems.
• Prior experience in vacation rental, hospitality, or hotel reservation roles is strongly preferred.
• Highly organized and able to work independently in a remote setup.
• Strong attention to detail and follow-through.

Nice to Haves:

• Experience working with platforms like Airbnb, Vrbo, and Booking.com.
• Familiarity with property management systems (PMS) used in the rental or hotel industry.

Incentive Plan:

• Performance-based monthly bonus of up to $150 USD, based on successful review management and guest satisfaction outcomes.

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.