Extenteam Client Roles

Role Description The Business Support Specialist is an entry level hybrid role supporting both day to day revenue management operations and the testing of new AI powered tools and workflows. This position responds to after hours operational requests from community managers and leasing consultants, and participates in structured user acceptance testing to ensure AI features meet business requirements before launch. This role is ideal for someone early in their career who is analytical, detail oriented, curious about AI, and comfortable working independently during US evening and weekend hours. Main Responsibilities - After Hours Revenue Management Support - Respond to after hours requests such as pricing updates, exception handling, and urgent customer or partner inquiries. - Maintain accuracy of pricing, inventory, and configuration settings across systems. - Document after hours incidents and hand off updates to daytime teams. - AI User Acceptance Testing (UAT) - Execute UAT test cases for new AI features, tools, and automations. - Validate AI outputs for accuracy, consistency, and alignment with business rules. - Log defects, usability issues, and unexpected behaviors in tracking systems. - Provide clear, structured feedback to Product, Engineering, and Data Science teams. - Participate in regression testing before major releases. Qualifications - Bachelor’s degree in Business, Analytics, Economics, Information Systems, or related field (or equivalent experience). - 1–3 years of experience in operations, revenue management, customer support, QA/UAT, or data analysis. - Exposure to AI/ML concepts is a plus but not required. - Strong analytical and problem solving skills. - Comfortable working independently during US evenings and weekends. - High attention to detail and accuracy. - Strong written communication skills, especially for documenting issues. - Familiarity with Excel/Sheets; experience with SQL or BI tools is a plus. - Ability to follow structured testing procedures. 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). 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.

Role Description We are looking for a Cash Reconciliation Accountant. Our client is one of the country's largest owners and operators of multifamily housing, managing high-quality properties in most major markets. We value integrity, respect, collaboration, customer focus, and performance. These values are brought to life by our teammates, who are ultimately responsible for our success. When you join our team, you'll work alongside the most dedicated professionals in the industry and open the door to unlimited career opportunities. - Performs and monitors day-to-day cash transactions and reconciliation process, including cash matching. - Prepares journal entries concurrent with review of cash reconciliations. - Resolves issues and troubleshoots as needed. - Identifies opportunities and implements process improvements. - Complies with internal controls. Qualifications - Bachelor’s degree in accounting or equivalent relevant education. - 3 years professional accounting experience preferred. - Cash reconciliation experience required. - Blackline software cash reconciliation and matching experience preferred. - Attention to detail and deadline oriented. - Strong Excel skills. - Knowledge of GAAP/SFAS. - Ability to research and report results. - Continuing Education (Master in Accountancy, CPA, CMA) preferred. 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). 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.

Role Description The CLI – Compliance, Litigation, & Insurance Resolution Team Member is responsible for supporting compliance initiatives, incident reporting, case tracking, and resolution while ensuring timely communication with stakeholders and property owners. This role requires a high sense of urgency, strong organizational skills, and flexibility to respond to business needs. Your Main Responsibilities: - CLI – Compliance, Litigation, & Insurance Resolution Team Member - Collaborate with compliance team to draft closure documents as needed. - Develop "how to" modules for closure of recurring issues. - CLI cases are assigned to various stakeholders dependent upon the nature of an issue and are expected to be resolved with the highest level of urgency. - Utilize documented CLI procedures and report on assigned cases in a timely manner each week. - CLI cases shall not be closed without approval from an AFI Principal in conjunction with the CLI Coordinator. - Incident Report Team Member - KPI – response to incident reports within 1 hour of receipt, resolution within 24 hours where applicable. - Directly responsible for driving resolution of new incident reports. - Collect completed incident reports from Onsite Teams and revise/acquire and add additional information as needed. - Email incident reports to applicable Property Owners. - Keep Owners informed of challenges AFI is facing on the asset. - Ensure necessary remediation is included in reports. - Store submitted incident reports in SharePoint under active properties. - Participate in Monday morning CLI Work Session to provide updates on any recent/outstanding incident reports and HLS issues. - For horrific or extraordinary issues (death, suicide, assault, etc.), an AFI Leader will call the Owner in addition to receiving an incident report. - Expectation is that all incident reports will be sent to Owners within 24 hours of receipt. - Urgency and Accessibility - The Owner Issue will regularly require tasks to be completed outside of normal business hours. - Have your phone and computer nearby at all times. - Be energetic about completing tasks. - Flexibility - Remain flexible as these jurisdictions are subject to change. 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) 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.

Role Description The Office Coordinator position is on the Operations Team and is focused primarily on servicing property repairs and maintenance. This role requires communication with cleaners, contractors, and technicians. Performance in this role includes daily correspondence via OpenPhone, Microsoft Teams, Email, and Clickup to schedule and confirm completion of projects. Various other software will also be leveraged to run the business's day-to-day operations (Turno, Remotelock, etc.). This department also works closely with the Guest Support Team and the Partnerships Team to collaborate and meet company goals. Your Main Responsibilities - Navigate the task management system (currently Clickup) to manage daily priorities, execute action items, and document progress in detail. - Coordinate repairs and maintenance by selecting, vetting, and scheduling technicians, handymen, and contractors. Review work to ensure adherence to schedule, cost alignment, and quality assurance upon completion. - Communicate internally with the Partnerships and Guest Support teams regarding property repairs and maintenance to ensure Clients and Guests are updated. - Work with Guest Support to quickly troubleshoot and identify solutions to urgent guest issues. Problem-solving issues by seeking vendors, scheduling urgent repairs, performing house visits, dropping off items to guests, and performing inspections as needed. - When Client awareness and/or approval is needed on a project, follow OVR approval processes to communicate externally with clients (through email, phone, and text) to update Clients regarding the problem, determine path forward, and provide status updates back to the client. Work closely with the Partnerships team as needed. - Respond to vendors and cleaners via the OpenPhone client line and review communication threads daily to make sure no communication is missed. - Create Clickup tasks based on feedback from cleaners and the items noted by Property Care Inspectors during their house visits. - Take a more proactive role in ClickUp task management, handling responsibilities, supporting the team, calling the team on their ClickUp faults, and keeping tasks on track as an overall “ClickUp Manager” for the Sprint. - Schedule PCS Inspections and create ClickUp tasks from PCS inspection results. - Update Cleaner Feedback Docs with details regarding items found during home inspections and/or reported by guests (for cleaners to review and act on). For urgent items, contact cleaners directly to determine resolution. - Communicate directly with guests as needed regarding repairs and vendor visits to the property during their stay. - Participate in weekly meetings with the Operations team to discuss tactical and strategic initiatives to achieve quality and process improvements. - Update house resources (House Manuals, House Binders, Guest Stay Manuals, etc.) to ensure the Guest Support Team has thorough and effective resources to support guest inquiries and issues. - Fill in cross-coverage by taking incoming phone calls, making outbound calls, and responding to messages from guests who have questions or concerns. - Build and maintain business relationships and open lines of communication with other internal team members. - Meet and maintain GOLD Standard in OVR Performance Standards across 10 key areas: - Professional + Ethical Behavior - Service Excellence - Adaptability + Problem-Solving - Positivity + Fun - Accountability - Time Management - Efficiency + Productivity - Teamwork - Effective Communication - Professional Development + Innovation Qualifications - Strong attention to detail and critical thinking skills - Ability to work well under pressure in an agile, fast-paced environment - Demonstrated ability to solve problems - Excellent time management skills with the ability to change activity frequently and cope with interruptions - Technical computer skills required on all forms of hardware - laptops, tablets and mobile devices - Professional in all forms of communication such as email, phone calls, video calls, and texts - Proven ability to be both highly responsive and reliable - Availability to work on Saturdays and Sundays, early mornings and evenings as needed - Adhere to all company policies and procedures 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) 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. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.

Role Description The Property Amenities Coordinator supports the strategic development, assessment, and management of programs for a specific vertical within the Strategic Platforms (SP) team. They will collaborate and assist with projects within the SP vertical that drive ROI, influence operator and vendor partnerships, and contribute to the ongoing enhancement of the platform. They will also regularly work with our strategic vendor partners, creating and maintaining great relationships and partnerships. Your Main Responsibilities: - Assist with all programs within the assigned vertical within SP. - Contribute to various projects in collaboration with members of the SP, Transactions, and Operations teams. - Collaborate across functional departments as needed (mostly FP&A and transactions). - Support Asset Management Team. - Roll out and ramp up ancillary programs across the portfolio where applicable. - Track and report on progression. - Support Operating Partners including site teams and corporate level where needed throughout the process. - Coordinate and confirm requirements for contracts, acquisition, setup, and any program additions or changes as needed for the programs within the vertical. - Role is a significant contributor to various projects; projects are comprehensive and require ‘start to finish’ analysis. - Maintain a relationship with operators and vendors that sets expectations while fostering collaborative partnerships. - Interface directly with operating and vendor partners on data collection, alignment, administrative support, etc. - Vigilantly and proactively participate in a continual process improvement initiative. - Develop processes that save time while maintaining the highest quality standards, design data-rich and aesthetically pleasing reports, and leverage internal and external resources to efficiently achieve goals. Specific projects include but are not limited to: - Production and QA of all daily, weekly, and monthly reporting. - Project tracking of ongoing initiatives, including opportunity reviews, revenue tracking, compliance and participation, etc. - Support in the development of new data/reporting/visualizations out of Power BI and Excel for various operations initiatives in collaboration with the team analyst. - Participate in portfolio reviews, including creation of reporting packages that can be provided to Asset Managers and Operating Partners. Qualifications - 3-plus years of experience in the multifamily rental / property management industry or similar analyst/coordinator/specialist position. - Degree in a related field as well as direct work experience or internship in multifamily is preferred. - Proven track record of providing high-quality work, support, and completing tasks. Requirements - Strong work ethic: ability to thrive in a dynamic and demanding work environment, meet critical deadlines, and engage in self-reflection and assessment. - Growing proficiency with Outlook, Teams, Excel, and PowerPoint. - Developing skill set in Power BI and/or other off-the-shelf BI offerings. - Demonstrates mental agility, ability to multitask, and flexes with dynamic work environment. - Enjoys solving problems and quantifying results. - Exhibits strong oral and written communication skills. - Engaged and collaborative team player with high energy and strong analytical thinking. 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). 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.

Role Description The Contracts Administrator is a core operational role responsible for supporting the organization’s contract administration and execution needs. This position ensures contracts are prepared, reviewed, tracked, and maintained accurately and in compliance with established company policies and procedures. This role is ideal for a reliable, detail-oriented professional who excels at documentation, coordination, and follow-through. The Contracts Administrator works closely with procurement, legal, finance, and internal business teams to ensure contracts are executed correctly, stored properly, and managed throughout their lifecycle. Main Responsibilities - Contract Preparation & Administration: - Prepare, issue, and manage contracts, amendments, renewals, and related documentation using approved templates and processes. - Ensure all contracts are completed accurately, fully executed, and stored in designated systems or repositories. - Maintain organized and up-to-date contract files and records. - Review Coordination & Execution: - Coordinate contract reviews with internal stakeholders, including procurement, legal, finance, and operations. - Track contract status throughout the review and approval process to ensure timely execution. - Communicate clearly with stakeholders regarding contract progress, required actions, and timelines. - Tracking, Compliance & Reporting: - Maintain contract tracking tools to monitor key terms, expiration dates, renewals, and compliance requirements. - Support contract compliance by confirming agreements follow established company policies and procedures. - Assist with audits, reporting, and internal reviews by providing accurate and complete contract documentation. - Vendor & Stakeholder Support: - Support vendor onboarding by ensuring contracts and required documentation are completed, accurate, and properly filed. - Respond to internal inquiries related to contract status, documentation, and basic contract information. - Identify discrepancies, missing information, or potential issues and escalate appropriately. Qualifications - Bachelor’s degree in Business, Administration, Legal Studies, or a related field (preferred). - 2–5 years of experience in contracts administration, procurement support, or vendor/document management. - Familiarity with standard contract terms, templates, and administrative processes. - Experience working with contract management systems, shared drives, or document repositories. - Ability to manage multiple contracts and deadlines in a structured, deadline-driven environment. Technical Skills - Intermediate Microsoft Excel (basic proficiency required): - Simple formulas (e.g., SUM, IF, VLOOKUP) - Maintaining contract trackers, logs, and status reports - Advanced Experience with Microsoft Word, including document formatting and version control. - Experience with contract management systems e.g. DocuSign. - Experience with project management tools or shared tracking systems (Asana, Click Up, Trello). Professional Competencies - Strong attention to detail and accuracy. - Organized, methodical, and dependable work style. - Ability to follow established processes and guidelines. - Clear written and verbal communication skills. - Professional and courteous when working with internal teams and vendors. - Strong sense of confidentiality and compliance. Work Environment & Additional Requirements - Ability to work effectively in a deadline-driven environment. - Commitment to ethical standards, documentation accuracy, and compliance practices. 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). 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.

Role Description We are seeking a detail-oriented and experienced Operational Bookkeeper to join our team. As an Operational Bookkeeper, you will play a crucial role in managing financial transactions, ensuring accurate record-keeping, and supporting the overall operational efficiency of our vacation rental business. The ideal candidate will have a strong background in bookkeeping, excellent organizational skills, and the ability to thrive in a fast-paced environment. Your Main Responsibilities: - Financial Transactions - Process weekly exit cleaning bills into Quickbooks and send reports to cleaners. - Create ad hoc financial reports using Quickbooks and Excel/Sheets for various projects & requests for information by departments, vendors, and homeowners. - Export work orders from Breezeway operations software to process maintenance payments and add to property management software. - Process weekly work order transactions into Quickbooks and send reports to maintenance personnel. - Monitor input into Quickbooks for account and property accuracy. - Process weekly arrival inspection transactions into Quickbooks. - Bookkeeping tasks include entering receipts & invoices, creating & entering bills into Quickbooks, filing & organizing hard copy and digital files into Google Drive, and sending payments via Quickbooks online. - Reconcile bank statements and ensure accuracy in financial records. - Operational Support - Work closely with property managers, reservationists, and other operational teams to gather financial data and ensure consistency in reporting. - Provide financial insights to support operational decision-making. - Vendor and Contractor Relations - Manage vendor and contractor payments, ensuring timely and accurate processing. - Maintain positive relationships with vendors and negotiate favorable terms when applicable. - Provide cross-department collaboration and overall logistical support through clear communication, organization, and critical thinking. - Aiding in fixing any billing or payment issues that arise with vendors. - Monitor the email for receipts from internal personnel. - Monitor pushed work orders from Breezeway operations software in property management software to be closed/charged to appropriate accounts. - Bill owners for items purchased from in-house inventory. - Assist in processing month-end financial statements for property owners. - Become familiar with the inventory of all homes, components, amenities, and experiences we offer in the area. - Compliance and Documentation - Ensure compliance with accounting principles, industry regulations, and internal policies. - Maintain organized and complete financial documentation for audits or reviews. - Software Utilization - Utilize accounting software and property management systems to streamline financial processes. - Collaborate with IT or system administrators to optimize software functionalities. - Other Tasks - Other tasks as needed. Qualifications - Excellent written and verbal English skills. No exceptions. - Proven experience as a bookkeeper, preferably in the vacation rental or hospitality industry. - Proficiency in accounting software. - Strong understanding of financial principles and practices. - Excellent organizational and multitasking skills. - Attention to detail and accuracy in financial record-keeping. - Effective communication skills for collaboration with cross-functional teams. - Problem-solving skills. - Ability to work independently. - Critical thinker. - Tech-savvy – Can learn technology and software quickly. Requirements - Vacation rental industry experience (nice to have). - Common knowledge of the VR/STR industry (nice to have). - 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.

Role Description We are looking for an STR Operations & Guest Services Specialist who combines genuine tech savviness with a strong grasp of what good guest service looks like. This is not a pure guest-facing role — it sits at the intersection of systems implementation, back-office coordination, and guest communications. You will work directly with the principal and take ownership of day-to-day operations across multiple platforms. Your Main Responsibilities: - Guest Services & Communications - Serve as the primary point of contact for in-stay guests, handling inquiries, troubleshooting, and escalations via email, chat, and text. - Manage OTA messaging across Airbnb, VRBO, Expedia, and Hotel Tonight — promptly and professionally. - Monitor guest reviews across platforms; flag negative reviews for owner approval before drafting and posting responses. - Communicate guest-reported maintenance or housekeeping issues to the appropriate personnel and log them in Turno. - Track guest payments and manually process Expedia card charges as needed. - Filter and triage incoming emails, routing to the appropriate party or handling directly when within scope. - Tech Implementation & Systems Management - Lead the full implementation of EnsoConnect AI messaging, including setup, configuration, and ongoing optimization. - Handle data entry and setup for Siteminder, Airbnb, and Hotel Tonight channel management. - Create and maintain the team's Slack and Google Workspace structure — channels, naming conventions, shared drives, and documentation organization. - Support adoption of new tools as the tech stack evolves (including potential Trellis integration). - Learn new platforms quickly and take ownership of how they are used operationally. - Back-Office & Administrative Support - Handle data entry for new property onboarding into Guesty and connected OTA listings. - Maintain and update operational documents, SOPs, and internal reference materials. - Keep OTA listings current — property details, photos, rates, and descriptions. - Coordinate with housekeeping and maintenance vendors as needed to keep operations running smoothly. - Future Responsibilities (Growth Track) - Support marketing initiatives via Vintory, including identifying properties with below-average reviews and executing targeted email drip campaigns. Qualifications - Excellent written and verbal English — guest-facing communication must be professional, warm, and clear. - Prior experience in STR, vacation rental, or hospitality operations. - Proven hands-on experience with Guesty or a comparable PMS (e.g., Hostaway, Lodgify, Track). - Strong tech aptitude — you enjoy learning new tools, figuring out how systems connect, and building processes that scale. - Organizational mindset: you can build a clean Slack workspace, maintain a living document library, and create repeatable workflows. - Ability to work independently with minimal oversight in a fully remote environment. - High attention to detail, especially around financial tasks like payment tracking and card processing. - Calm, professional approach to guest issues — empathy and de-escalation come naturally to you. - Critical thinking and good judgment about when to handle something vs. when to escalate. Requirements - Direct experience with EnsoConnect or another AI-powered guest messaging platform. - Experience with Siteminder or other channel managers. - Familiarity with Vintory or STR marketing/review strategy. - Experience managing listings on Hotel Tonight or Expedia specifically. - Background in revenue management or exposure to Pricelabs (note: pricing decisions remain with the principal). 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). 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.

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. - 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. - 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. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.

Role Description We’re looking for a proactive and resourceful General Administrative Assistant to support a property management client across a variety of administrative, coordination, and research-focused tasks. This role involves assisting with day-to-day operations, supporting organizational initiatives, and managing responsibilities across speaking engagements, rental property oversight, nonprofit activities, and internal project workflows. This is a high-impact role where you will: - Assist in presenting our team for speaking and training opportunities. - Conduct outreach calls and follow-ups related to event coordination and professional engagements. - Provide administrative and research support across upcoming projects and business activities. - Help maintain productivity across multiple ongoing priorities using HubSpot, Kajabi, and other tools. Main Responsibilities - Outreach & Lead Support: - Research opportunities aligned with the business such as conferences, CE classes, universities, nonprofits, and corporate events. - Build lists of potential contacts and decision-makers (education directors, event planners, etc.). - Make outbound calls using provided scripts and confirm important details such as deadlines, themes, and requirements. - Maintain CRM records in HubSpot, ensuring accurate tracking of follow-ups and statuses. - Support Kajabi management and handle submission of proposals, speaker packets, and related materials. - Assist with nonprofit startup tasks and operational coordination. - General Administrative Tasks: - Manage calendar invites, confirmations, and inbox correspondence. - Organize Google Drive/Dropbox files, including folders, headshots, bios, and reports. - Coordinate tasks across nonprofit, speaking, and real estate operations as assigned. - Support leadership with project management (10 hours/week for Tracey, 30 hours/week for Stacey). - Handle phone calls (outbound and inbound) and manage email communication. - Real Estate / Property Support: - Update tenant information in the property management system. - Track rent receipts, maintenance requests, and rehab progress in spreadsheets. - Follow up with property managers and vendors in Branson, MO. - Monitor Housing Authority (HAKC) renewals and rent increase processes. - Conduct research for possible property acquisitions. Tools & Platforms You Will Use - HubSpot CRM - Canva (for one-sheets, proposals, and simple design needs) - Kajabi - Google Workspace (Drive, Docs, Sheets, Calendar) - Microsoft Word & Excel - Social media platforms for posting schedules (YouTube, LinkedIn, TikTok, Instagram, X, Hootsuite) Qualifications - Excellent written and spoken English (professional phone communication required) - Strong organizational skills, attention to detail, and proactive mindset - Confident using HubSpot, Kajabi, Canva, and productivity tools - Fast and efficient researcher (contacts, information, data) - Strong follow-up habits and ability to complete tasks independently - Comfortable managing shifting priorities and supporting multiple projects simultaneously Bonus Experience - Background in real estate, association events, or nonprofit operations - Cold outreach or sales experience - Familiarity with speaker marketing, continuing education coordination, or grant research Nice to Haves - Self-starter with initiative - Clear communicator with strong follow-through - Comfortable working with both structured and unstructured tasks - Passionate about supporting meaningful work and business growth - Thrives in a high-energy, purpose-driven environment 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) 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. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.