Guest Services Specialist Bilingual (French and English)

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 typically with less than 50 units - 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 Guest Services Representative for a property management client of ours. You must be Bilingual (French and English) The candidates will be on the phone for both reservations and guest services. The primary duty will be guest services but you will be taking reservations as well so some background in this will be great.

Your Main Responsibilities:
• Solving common guest problems with their stay
• Assisting with reservations sales back up
• Answering OTA inquiries in a timely manner
• Assisting guests with existing reservations
• Data entry into PMS and other company software
• Back office coordination
• New property onboarding into the PMS, Airbnb, VRBO, etc.
• Communicate in all mediums - text, email, chats, phone, etc.
• Guest review management.

What We're Looking For:
• 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 French. The primary language spoken for this position will be French.
• 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 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.