Remote Front Desk Agent (Remote, PH Based only)

We are looking for a Customer Support Representative - Hotel Operations  to work with us full-time in a remote setup for our US-based client. For this role, we only process candidates that are based Philippines and have legal authorization to work in the Philippines.

About the OTA Client:

We are the fastest-growing network society worldwide, with its capital being in San Francisco. Our goal is to create a governance blueprint that is organic enough for communities worldwide to join our network. Our goals are ambitious: 8 further buildings by the end of 2026 and 100 by 2027. We are growing double-digit % MOM and building the tech infrastructure to govern the next generation of society in a post-labor economy. We are backed by the who's who in the space and will go out to market to raise a big round for a DAO next yearour goal is 10M frontier citizens bound together in an inter-city network society. 

About the role

We're hiring a Remote Front Desk Agent to run guest communications and after-hours service for our San Francisco property. Our front desk is being redesigned around messaging, mobile apps, and a video-enabled lobby tablet, so almost everything except handing over physical objects can be done remotely.

You will be the primary face and voice of the hotel during your shift: answering messages across email, WhatsApp, and OTA inboxes; taking inbound calls; managing reservations in our property management system; and greeting late-arriving guests through our lobby tablet to walk them through self-check-in.

Your daytime in Manila covers our hardest-to-staff window in San Francisco. Done well, this role is the difference between a guest landing at SFO at midnight and feeling taken care of, vs. standing in a dark lobby looking for a phone number.

What you'll do

Guest communication

Monitor and respond to email, WhatsApp Business, and OTA inboxes (Expedia, Booking.com)

Answer inbound phone calls

Maintain a friendly, professional, native-level English tone in writing and on video.

Manage our socials and guest telegram channel

Reservations & PMS work

Review and manage arrivals, confirm IDs and payment authorisations, flag late ETAs.

Work down the open task backlog in the PMS and keep it clean.

Virtual front desk via lobby tablet

Appear on the lobby tablet for after-hours arrivals, verify identity against the reservation, confirm payment, and walk guests through self-check-in.

Issue smart-lock door codes, share Wi-Fi and house rules, hand off the afterhours number.

Confirm guest entry by smart-lock event; trigger a wellness check if a guest never makes it inside.

After-hours problem solving (within defined authority)

Resolve lockouts, lost keys, basic comfort issues and overnight booking inquiries using a documented decision tree. Emergency escalation to management.

Additional duties

Maintain the public-facing FAQ; propose new entries when the same question recurs.

Concierge touchpoints during check-in: mention meal options, laundry, cleaning schedule, the weekly community mixer, and the in-building tech community.

Communicate with our flagship project (frontiertower.io) to which our guests have access.

What's not in scope

This is a fully remote role. You will not handle physical keys, inspect rooms in person, respond to on-site emergencies, host events, or make in-person decisions during active safety incidents. The on-site team owns those.

What we're looking for

Required

Excellent written and spoken English; comfortable on video and on the phone with US guests.

Reliable home office: 50/20 Mbps wired internet with a backup connection, quiet professional space, headset, webcam, presentable on-camera background.

Available for rotating weekend shifts and occasional schedule shifts to cover US holidays.

Calm, decisive, and customer-first under pressure — especially overnight when you're the only person on duty.

Social Media and Office (Mail, Docs, CRMs, Stripe) skills

Nice to have

Prior virtual concierge or even front-desk experience

Hands-on experience with a hotel PMS (Mews strongly preferred; Cloudbeds, Opera, or Little Hotelier acceptable).

Working knowledge of OTA extranets (Expedia Partner Central, Booking.com Extranet, Airbnb host tools).