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Guest Services Specialist

4 weeks ago

Chennai, India Extenteam Full time

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.

About the Role – Tailwind

You'll be joining our Tailwind team, supporting smaller short-term rental operators with outstanding guest communication and property management services. Tailwind combines smart technology with real people to deliver 24/7 support — helping our partners provide an exceptional guest experience while growing their businesses. This role blends technology, customer service, and problem-solving in a fast-paced, remote environment.

Key Responsibilities:

  • Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
  • Provide accurate information regarding bookings, services, policies, and other inquiries.
  • Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
  • Assist with booking and confirming reservations. Assisting with reservations sales
  • Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
  • Create, update, and maintain guest communication templates and FAQs.
  • Ensure all communications reflect the partner's voice and guidelines.
  • Attend occasional virtual meetings and training sessions.
  • Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
  • Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.

Foundational Requirements:

  • Excellent written and verbal English skills for phone, text, and email communication.
  • Must be located in Tamil Nadu.
  • Previous experience in guest services, reservations, or a related field.
  • Strong organizational and multitasking abilities.
  • Ability to work independently in a remote work environment.
  • Attention to detail and commitment to providing exceptional service.
  • Ability to show empathy, exhibit patience, and have a customer-centric mindset
  • Possess critical thinking and problem-solving skills.
  • Ability to learn new software quickly and efficiently.
  • Willingness to ask questions when unclear about a task or process.
  • Short-term vacation rental experience, such as working at a property management company, in a guest communication service, or directly for a platform like Airbnb or VRBO is a must
  • PMS experience in the short term rental industry

The payment will be USD per hour / 40 hours weekly

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)