[Hiring] Guest Reservation Agent @Extenteam Client Roles

Role Description

This role is key to delivering exceptional customer service, managing reservations, and supporting back-office operations. We are looking for an organized, detail-oriented Vacation Rental Specialist who can work independently, communicate effectively in a virtual environment, and ensure a seamless experience for guests, property owners, and internal teams. The ideal candidate is energetic, personable, and skilled at juggling multiple aspects of the business.

Your Main Responsibilities:

• Guest Services
  • Serve as the primary contact for guests, delivering exceptional customer service.
  • Respond to in-house guest emails, chats, and texts with professional and friendly written communication (e.g., lockbox, Wi-Fi troubleshooting, directions to homes, etc.).
  • Answer in-house guest calls and assist with similar issues.
  • Make outbound calls to incoming guests before arrival to ensure their needs are met.
  • Respond to complaints or upset guests with professionalism and empathy, escalating when needed.
  • Enter work orders for maintenance issues reported by guests.
• Guest Reservation Management
  • Communicate with potential guests via email, chat, text, and phone in a professional and friendly manner.
  • Respond to emails with reservation information, confirmations, and additional details.
  • Collaborate with guests to understand their needs, recommend properties, and answer questions regarding facilities and rates.
  • Stay familiar with the area, company properties, and local attractions to answer inquiries.
  • Advise guests on promotions or upgrades to enhance their experience.
  • Manage OTA messaging (Airbnb, Vrbo, etc.).
  • Handle the end-to-end reservation process: inquiries, bookings, alterations, and cancellations.
  • Check voicemail and follow up with potential guests to convert leads.
  • Manage sales leads through CRM/lead-tracking software.
  • Process guest payments.
• Guest Feedback Management
  • Monitor and respond to guest reviews.
  • Collect and analyze guest feedback to identify opportunities for improvement.
• Back-Office & Accounting Support
  • Serve as the in-house specialist for the Streamline PMS, ensuring accurate use across reservations, listings, and financial operations.
  • Assist property owners with inquiries.
  • Process daily reservations and financial reports.
  • Support office staff by coordinating with housekeeping, maintenance, and accounting as needed.
  • Handle data entry for onboarding new properties into PMS and OTA listings.
  • Maintain OTA system listings, including property photos, rates, and descriptions.

Qualifications

• Excellent written and verbal English skills (phone, text, and email).
• Previous experience in guest services, reservations, or a related field.
• Proven experience with Industry PMS.
• Strong organizational and multitasking abilities.
• Ability to work independently in a remote work environment.
• Attention to detail and a commitment to service excellence.
• Empathy, patience, and a customer-first mindset.
• Critical thinking and problem-solving skills.
• Ability to learn new software quickly.
• Willingness to ask questions when clarification is needed.

Requirements

• Vacation rental industry experience, especially with OTAs like Airbnb and Vrbo.
• 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).

Benefits

• 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.