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With three multifamily buildings and numerous single-family homes in the Las Vegas area, vacation-rental property manager StripViewSuites handles guests from all over the world, all year round. Which means a massive volume of check-ins, check-outs and questions from visitors during their stay. And that requires skilled, dedicated guest services experts. But in the aftermath of the COVID pandemic, those experts were hard to find. And harder to hire. Which put StripViewSuites in a tight spot. That is, until they found Extenteam.
As the pandemic wound down and both hospitality operators and travelers navigated the “new normal,” local labor in Las Vegas was in short supply. “Nobody wanted to work,” explains StripViewSuites Customer Service Manager Leiny Balea. The company turned to remote workforce members to pick up the slack, and avoid gaps in guest care, as visitors returned to the bright lights of Vegas.
But, Balea says, while being able to hire remote workers was a welcome solution to a pressing problem, the quality of those workers created new issues. These included lack of technical skill, lack of hospitality experience, and lack of English fluency. On top of that, workers often had issues with WiFi connectivity, resulting in delayed response times and dropped calls with frustrated guests.
While having superb global guest-services staff gives StripViewSuites a leg up on great reviews and return bookings, it’s not the only advantage of partnering with Extenteam. Balea notes, “Communication was a huge issue with our previous remote staffing company. It’s so easy with Extenteam. I’ll shoot an email and I’ll get a reply right away. That was not the case before.” Then there’s the full-service staffing solution Balea and her in-house management staff get with Extenteam: “They do everything. We don’t have to do any of it.” Which leaves them more time to do what they do best–growing their business, and their bottom line. And that’s a big reason why, Balea says, she’ll stick with Extenteam for the long haul, as StripViewSuites continues to add properties to a portfolio that has already more than doubled in the past two years: “We expect to grow with Extenteam. We really like the structure of Extenteam’s remote team, and as we need to, we’ll fill more roles with Extenteam members.”
Balea recounts that StripViewSuites vice president Jessica Segal first encountered Extenteam on LinkedIn, along with several of Extenteam’s reports on hospitality labor. Then Balea started hearing positive talk at industry conferences about Extenteam. So she dug deeper, exploring Extenteam’s unique Staffing-as-a-Service model and recruitment process. StripViewSuites finally made the switch from their old remote staffing company to Extenteam in April, 2022. And Balea says it’s made all the difference.
"Partnering with Extenteam has given us more coverage for shifts and hours. Their professionalism and performance have been highly beneficial to our company."
"The thing we liked the most about Extenteam was were dedicated employees. We needed next level. We needed them to do more than just answer the phone. We needed them to assist the guest from start to finish. Which Extenteam did."
"We have a very diverse team with different language, ethnic and family background. Respect for one another is incredibly rewarding. When our employees on the mainland, our Extenteam team members in the Philippines, or our employees here in Hawall interact, it is always clear we are ONE team. Thank you, Extenteam. We have no idea how we lived without you!."
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"Our Extenteam members are really hard working. They are highly educated. Technology is not a challenge for them. They don't have internet issues. These are quality employees. And that's a real difference from our previous remote staffing company."
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"It's really important, whether you're looking for a remote staffing company or you just know you have a problem that needs to be solved, that you find a company that puts effort and dedication into the team members they're recommending to you. Extenteam doesn't just say, 'Here's someone for your account, good luck'. They're going to find good talent, talent that can provide what you need. It truly is a partnership."
"Having things in a different zone is a benefit things getting done overnight, it's really boosted our productivity."
"Extenteam has been very impactful to our business by improving our ratings"
"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
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"Since working with Extenteam it has helped us provide after-hours coverage to in-house guest and be able to help ensure that we can get bookings all day long. Guests aren't waiting for communications from us until the next business day which has really helped us"
"Partnering up with Extenteam has been one of the best decisions we've made last year. We take a lot of pride in customer service that we can offer during business hours."
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"We live in an area that it's really hard for us to get labor, specifically anybody that works on the front lines like guest relations, reservations, etc. We use Extenteam for our after-hours line and it has been a huge help for us."
"We're getting quality help and I can't find that locally"
"Partnering with Extenteam has given us more coverage for shifts and hours. Their professionalism and performance have been highly beneficial to our company."
"The thing we liked the most about Extenteam was were dedicated employees. We needed next level. We needed them to do more than just answer the phone. We needed them to assist the guest from start to finish. Which Extenteam did."
"We have a very diverse team with different language, ethnic and family background. Respect for one another is incredibly rewarding. When our employees on the mainland, our Extenteam team members in the Philippines, or our employees here in Hawall interact, it is always clear we are ONE team. Thank you, Extenteam. We have no idea how we lived without you!."
"Our Extenteam members are really hard working. They are highly educated. Technology is not a challenge for them. They don't have internet issues. These are quality employees. And that's a real difference from our previous remote staffing company."
"It's really important, whether you're looking for a remote staffing company or you just know you have a problem that needs to be solved, that you find a company that puts effort and dedication into the team members they're recommending to you. Extenteam doesn't just say, 'Here's someone for your account, good luck'. They're going to find good talent, talent that can provide what you need. It truly is a partnership."
"Having things in a different zone is a benefit things getting done overnight, it's really boosted our productivity."
"Extenteam has been very impactful to our business by improving our ratings"
"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
"Since working with Extenteam it has helped us provide after-hours coverage to in-house guest and be able to help ensure that we can get bookings all day long. Guests aren't waiting for communications from us until the next business day which has really helped us"
"Partnering up with Extenteam has been one of the best decisions we've made last year. We take a lot of pride in customer service that we can offer during business hours."
"We live in an area that it's really hard for us to get labor, specifically anybody that works on the front lines like guest relations, reservations, etc. We use Extenteam for our after-hours line and it has been a huge help for us."
"We're getting quality help and I can't find that locally"
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"We're about to add another 17 units to our portfolio, I feel more comfortable knowing that it's very easy and quick that if we need to pivot and get somebody fast to keep up with the growth we can do that. Extenteam does allow us to grow."
Extenteam streamlines operations for Property Managers by providing top global talent and innovative software solutions, all while maintaining a “service-first” approach to drive success and efficiency.
