Remote Front Office Assistant

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

Key Responsibilities:

1. Reservations & Guest Communication Support

o Manage incoming reservation emails and online booking inquiries.

o Process bookings in the PMS (e.g., RMS) following property procedures.

o Send booking confirmations and pre-arrival communications to guests.

2. Administration & Reporting

o Complete daily reports such as Reservation Activity Reports and other internal checklists.

o Assist with Night Audit preparation (as applicable).

o Ensure all guest profiles and reservation data are accurately maintained in the system.

3. Virtual Reception Duties

o Respond to basic guest queries via email or other communication platforms.

o Support with follow-up on guest reviews or feedback where appropriate.

o Handle overflow calls and transfer as needed (future potential pending technology upgrade

4. Financial Admin

o Assist in reconciling daily takings and financial transactions.

o Support with invoicing or preparing statements for corporate clients.

Admin tasks (between 6AM and 10PM)

• Saving and filing the backup reports that drop through (AM + PM)
• Responding to emails/ guest enquiries (11pm until 7am – monitoring reception inbox)
• Responding to emails

e.g.

• Entering day use bookings
• Updating all OTA booking details (booking.com, Agoda, Expedia, Qantas, trip.com, direct Leisure bookings)
• Updating all GDS bookings via email and the corresponding Chargebacks
• Responding to guest enquiries via OTA platforms (i.e. booking.com messages)
• Responding to general guest enquiries via emails
• Saving all pet vaccination documents, pet policy and TQ fitness forms in RMS
• Distribution of invoices as required
• Report compiling as requested
• Auditing reservations as requested

• Cancelling credit card pre-authorisations from previous day departures
• Entering bookings from the emails
• Entering groups if instructed by BDE

Sending Credit Card Paylink instructions