[Hiring] Guest Experience Liaison @Extenteam Client Roles

Role Description

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.

Qualifications

• 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.

Requirements

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

Benefits

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

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).