We manage guest communications, so you can focus on
other priorities.
Text, voice, chat, Tailwind brings every message into one place. Turning every conversation into a happy customer, and every happy customer into profit.
Clarify your Standard Operation Procedures - your check-in/check-out, refunding, accommodations, and other policies, so that our agents & AI can use it to correspond with your guests.
From check-in questions or issues, to check-out procedures and reviews, we've got it handled.
As new questions from guests roll in - our agents and AI will fill in the SOP knowledge gaps, so that the next time it comes up, we can answer it instantly without asking you.
Streamline all the action items that come up throughout a guest's stay - booking management, request fulfillment, & payments.
Monitor your guest communication metrics from your dashboard. See all the guest intents, AI automation rate, the number of messages/responses, average response time, and average message / property.
What is Extenteam?
Extenteam is a short-term rental operations solutions provider. We help STR owners & operators improve their operations and increase revenue.
How exactly does Extenteam help?
We have 2 products: 1) Tailwind Guest Communications - 24/7 human-led, AI-assisted guest communications service 2) Dedicated Team Members - remote staff specializing in short-term rental operations, whether it's guest communications, operations, business development, or others
How long does onboarding onto the Tailwind service take?
Once you fill in all the points of contact, policies, workflows, and connect your properties to our platform, we can go live immediately. Filling out the information shouldn't take longer than a few days (depending on the number of properties you have).
What kind of hours does the Tailwind service cover?
Our Tailwind service covers whatever hours you need, it can be standard working hours, off-hours, or 24/7. Since we have team members all across the world, we can adapt to your business needs quickly.
How long does onboarding a new team member take?
Once you sign a contract for a dedicated team member, our team immediately starts looking for candidates. We should have candidates available for your review within a few days. Once you accept someone, they would be onboarded within a few more days. The whole process should take about 14 days.
What is included in the onboarding fee?
- Job analysis and job description - Initial resume screening and short-list candidate screening - Candidate interviews - Decision making and job offer - Full onboarding process and paperwork - IT assessment (including hardware, software, high-speed connectivity and backup) - Ongoing performance monitoring and team-member support - Ongoing partner support through our dedicated partner success team
What training does my Extenteam team member receive before they join my staff?
All of our new Extenteam team members go through our Extenteam University training. This program was developed by the Kennedy Training Network, and customized by our internal training team, as a series of self-paced training courses that introduce our team members to different topics including: - Intro to the vacation-rental segment of lodging - What is hospitality? - Bringing out the best in others - Hospitality language for phone communication - Conquering complaints: the carrot model - Communication strategies for virtual teams - General data protection regulation - Information security foundation course - InfoSec policies
What if I have to replace a team member?
We’re 100% dedicated to your satisfaction. If things aren’t working out with your Extenteam team member, for any reason, we’ll work with you to understand why the team-up was not optimal. If you decide you want a replacement team member, we’ll partner with you to find that person. And, of course, we’ll waive the onboarding fee for your replacement team member.
How does Extenteam handle sensitive information?
Extenteam utilizes a shared security model. Our partners’ sensitive data itself is hosted and protected on our partners’ end, rather than ours. What we protect is how data is processed or handled by our team members, with rigorous security in place. You can find more information on our data protection policy here.
Am I required to pay team members for US holidays?
No. We’re proud to say, our team members have a great benefits package through Extenteam, which includes full health insurance and paid time off. However, we do have some partners who offer select company benefits to their Extenteam team members. It’s entirely up to the partner, but either way, your Extenteam team members are covered.
Can I cancel my Extenteam subscription?
Yes, you’re not tied down to any long commitments if you’re on a month-to-month contract. We do require a 30-day written notice prior to termination. Annual contracts can be canceled after the duration of the contract. If a partner is experiencing issues with a specific team member on an annual contract, we will work with them to find a better-suited replacement, and commit to ongoing Partner Success support for the duration of the contract.
Let's connect to find the best solution for your team.