Extenteam

Operations

• Direct management of our team
• Development of Team Leads into stronger operational managers. Weekly 1:1s, structured coaching, real career growth.
• Daily execution and SLA delivery across all three sub-teams
• Voice of the property manager inside Extenteam. Translating client needs into agent SOPs, KB content, and product feedback
• Top-tier client escalations across our enterprise and portfolio accounts
• Client operational health. Relationships, SLAs,reviews with clients
• Onboarding playbooks for new PM clients across different tech stacks (Guesty, Hostaway, OwnerRez, and others)
• Quality of the guest experience delivered by our agents
• Partnership with our internal builder team to translate operational pain points into shipped tooling
• Expansion of Shared Services into new offerings (owner communication, review management, and future service lines) as the operation scales

Senior Manager, Guest Experience Operations

Manager

• Lead the Shared Services Team in answering questions related to guest messages.
• Ensure all guest and partner messages are sent according to the knowledge center protocol.
• Keep the knowledge center updated with new information as procedures and policies evolve.
• Report inconsistencies to the Shared Services Team Leads and correct incorrect procedures.
• Monitor reservations and abnormalities related to in-house guest issues, resolving them directly whenever possible without the need to involve the partner.
• Serve as the decision-maker for exceptions to policies and goodwill gestures.
• Monitor the Slack channel and Hospitable 24/7, or ensure someone is correctly responding to escalations around the clock — including overnight hours, weekends, and holidays.
• Manage housekeeping schedules and ensure tasks are handled correctly and on time.
• Communicate directly with OTA platforms and Hospitable when needed, escalating and finding alternative solutions when they are unhelpful or unresponsive.
• Check that all automations are running correctly, and manually verify and correct workflows when they are not.
• Ensure that OTA Revenue is distributed to each partner accordingly.
• Prepare owner statements and send all revenue to the partners every month

Property Manager

General

• 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.
• Guest review management: Review guest feedback and answer reviews on OTAs.
• 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.
• Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings.
• Work on off-season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and procedures.
• Handle permitting, Insurance requirements/documentation from property owners.
• Manage calendar and inbox.

Senior Manager, Guest Experience Operations

Property Manager

Guest Services Specialist