Roles and Responsibilities

Primary Purpose:
To provide remote administrative and operational support to the hotels Front Office team, allowing on-site receptionists to focus on guest-facing activities.

Key Responsibilities:

1. Reservations & Guest Communication Support
   • Manage incoming reservation emails and online booking inquiries.
   • Process bookings in the PMS (e.g., RMS) following property procedures.
   • Send booking confirmations and pre-arrival communications to guests.
2. Administration & Reporting
   • Complete daily reports such as Reservation Activity Reports and other internal checklists.
   • Assist with Night Audit preparation (as applicable).
   • Ensure all guest profiles and reservation data are accurately maintained in the system.
3. Virtual Reception Duties
   • Respond to basic guest queries via email or other communication platforms.
   • Support with follow-up on guest reviews or feedback where appropriate.
   • Handle overflow calls and transfer as needed (future potential pending technology upgrade
4. Financial Admin
   • Assist in reconciling daily takings and financial transactions.
   • Support with invoicing or preparing statements for corporate clients.

Personal Attributes Required

• Strong attention to detail and accuracy.
• Professional written communication skills.
• Proactive and self-motivated with the ability to work autonomously.
• Organised and able to manage competing priorities remotely.
• Tech-savvy with confidence in using PMS (e.g., RMS), Microsoft Office, and email systems.
• Positive attitude and commitment to providing excellent guest service support behind the scenes