Front Desk Assistant

About the Opportunity
A fast-growing, tech-enabled hospitality and customer experience platform operating across Canada, we’re redefining how frontline teams engage with guests, manage bookings, and deliver seamless service — all powered by intuitive digital tools and AI-driven workflows. As a remote Front Desk Assistant, you’ll be the virtual face of our client properties, ensuring every guest interaction is smooth, professional, and delightfully efficient — no matter where you log in from.

Role & Responsibilities

• Handle inbound guest inquiries via phone, email, and chat — responding promptly with accurate property, booking, and policy information.
• Process reservations, modifications, and cancellations using cloud-based PMS and booking platforms with 99%+ accuracy.
• Coordinate with on-site teams to communicate guest preferences, special requests, and VIP notes for seamless check-ins.
• Resolve guest issues or escalations with empathy and speed — escalating only when absolutely necessary.
• Maintain real-time documentation of guest interactions, service tickets, and follow-ups in shared CRM tools.
• Represent brand standards and tone-of-voice consistently across all communications — turning every touchpoint into a positive experience.

Skills & Qualifications

• Must-Have
• Proficient with property management systems (e.g., Opera, Cloudbeds, RMS)
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk)
• Strong command of Microsoft Office Suite (Outlook, Excel, Word)
• Experience handling high-volume customer interactions in hospitality, travel, or service industries
• Ability to operate effectively in fully remote, asynchronous environments
• Fluent written and spoken English
• Preferred
• Familiarity with Slack, Notion, or similar team collaboration platforms
• Basic understanding of Airbnb/VRBO owner communications workflows
• Experience supporting luxury or boutique property brands

Benefits & Culture Highlights

• Work from anywhere in Canada — fully remote with flexible scheduling options.
• Access to industry-leading hospitality tech stack and real-time training modules.
• Performance-based incentives and rapid growth paths into leadership or client success roles.