Front Desk & Hospitality Agent (Remote) — Philippines

Front Desk & Hospitality Agent (Remote) — Philippines
Job post ready to paste (OnlineJobs.ph or similar) — hiring TWO agents from this one post

Title: Remote Front Desk & Hospitality Agent for a US River Resort — Reservations, Check-In/Out & Guest Care (2 Positions, Full-Time)
Category: Customer Service / Hospitality — Hotel Front Desk
Hours: Full-time, 40 hours/week, 5 days/week on a rotating schedule that includes weekends (our busiest days). Two shifts — tell us which fits your life:
Shift A (Day): Arizona 7:00 AM – 3:00 PM = Manila 10:00 PM – 6:00 AM (night shift — pay reflects it)
Shift B (Swing): Arizona 2:00 PM – 10:00 PM = Manila 5:00 AM – 1:00 PM (early shift, home by afternoon)
Pay: $850–$1,100 USD/month to start, based on experience and shift, paid reliably and on time — plus a separate on-call stipend (below). Performance review and raise discussion at 90 days.
Type: Long-term. You are joining a small Philippines team of four that helps run this resort — see below.

About us
We own a well-known riverfront resort and floating dock bar in Parker, Arizona, USA — a local landmark since 1967 on the Colorado River: 20 vacation bungalows, a restaurant and bar, a pool, and large events including weddings.
Twenty rooms means this is a hospitality job, not a call center. You will know our regulars by name, learn every bungalow, and talk with the same guests across their whole stay. We previously managed a remote team of 20 in the Philippines for years in another business. We pay on time, communicate directly, and treat our remote team as real staff — because you are.
The team you are joining
We are building a four-person Philippines team, and this post hires two of the four:
Back-Office Lead & Bookkeeper (hiring now, separately)
Front Desk Agent — Shift A (this post)
Front Desk Agent — Shift B (this post)
Social Media Editor (hiring now, separately)
The four of you will know each other, meet together on a weekly video call with the owner, share one handover log, and be cross-trained to relieve each other for days off and emergencies. We are hiring a team, not four strangers.
The job — you are the front desk of the resort
From your home office, you run everything a hotel front desk does except physically standing there:
Reservations
Answer booking inquiries by phone (VoIP), email, chat, and messaging — fast, warm, and accurate
Work inside our reservation system (PMS): create and modify bookings, manage the direct-booking website, and keep Airbnb / Vrbo / Expedia listings in sync
Send quotes, payment links, and confirmations; handle waitlists and cancellations strictly per policy
Check-in / check-out
Run our remote check-in: verify ID and payment in the system per checklist, send smart-lock codes and arrival instructions, and be the voice that welcomes the guest
Manage departures: checkout messages, damage/i ---------- notes, and instantly dispatching the clean to housekeeping
Prepare tomorrow's arrivals and departures list every shift
Guest care during the stay
First point of contact for guests: questions, extra towels, Wi-Fi help, restaurant hours, river and town recommendations
Coordinate housekeeping (clean status, turn priorities) and maintenance (create and chase tickets in our task system until closed) so a guest never has to ask twice
Offer the right extras at the right moment — late checkout, early check-in, event tickets — helpful, never pushy
Handover & on-call (how we cover 24/7)
Staffed hours are 7 AM–10 PM Arizona. The two shifts overlap 2–3 PM for a live handover, and every shift ends with notes in the shared log — the next person never starts blind
Overnight (10 PM–7 AM Arizona) is on-call, not a staffed shift. Late check-ins are mostly self-serve (lock codes sent automatically). The on-call teammate keeps the phone, and responds within ~15 minutes only to real needs: a lockout, a late-arrival problem, an urgent issue. Overnight Arizona is 1 PM–10 PM in Manila — you are awake, at home, living your afternoon; you are simply reachable. On-call rotates weekly across all four teammates, pays a separate stipend, and genuine emergencies escalate by phone to our on-site manager — you are never the last resort for a true emergency
What a shift actually looks like (you will not be bored)
Twenty rooms means some hours are quiet — and some hours everyone arrives at once. Your shift runs in three modes: live coverage first (guest messages and phones interrupt everything, always), scheduled work every shift, and a project board you pull from when the inbox is quiet. Nobody here watches a clock; there's always a next useful thing, and most of it visibly makes the resort better.
Shift A (Day) — Checkouts and dispatching housekeeping turns until every room is rolling; every inbox (PMS, Airbnb, Vrbo, Expedia, email) cleared to zero; today's arrivals prepped with lock codes verified; a daily rate/listing check so our prices and availability match on every site; every new guest review answered or drafted the same day; then the project board.
Shift B (Swing) — Check-ins and welcome messages; in-house guests looked after end-to-end (a request isn't done until the guest confirms it is); tomorrow's arrivals, housekeeping schedule, and maintenance flags staged tonight, not discovered tomorrow; the follow-up block — every unanswered booking inquiry gets its 2nd and 3rd follow-up, because that's where bookings are actually won; event-inquiry intake; then the project board.
The project board (your quiet-hour work, in rotation): past-guest rebooking campaigns from our guest database, reviving old unconverted inquiries, listing and photo audits, keeping guest profiles clean and tagged, chasing any maintenance ticket older than 48 hours, weekend readiness checks, and writing the how-to guides that make the whole team faster. Good agents like this board — it's where you stop being an inbox and start being the person who makes the resort run.
Your authority — and its limits
You may: take bookings, send payment links through the reservation system, apply the written rate/cancellation/late-checkout policies, dispatch housekeeping and maintenance, and solve ordinary guest problems on the spot.
You will never: take a card number by phone or chat (system payment links only), offer discounts or refunds outside policy without US management approval, or handle an emergency alone — safety issues go instantly to the on-site manager and, when needed, local emergency services per our protocol. Clear limits, so you always know exactly where you stand.
You must have
2+ years in hospitality customer-facing work — hotel/resort front desk, reservations, vacation rentals, or Airbnb/Vrbo co-hosting strongly preferred
Reservation-system (PMS) experience — any of: RMS, WebRezPro, Cloudbeds, Mews, Opera, RoomKey, or similar — and confidence learning a new one quickly
Excellent spoken English — guests will judge our resort by your phone voice. Warm, clear, unhurried, American-guest-friendly
Strong written English for guest messaging — friendly and professional, no scripts read like a robot
Calm under pressure: the angry guest, the double-booking scare, the lock that won't open — you breathe, follow the checklist, escalate at the right moment
Night/early-shift reliability matching the shift you choose, on a rotating schedule including weekends, with a home setup to match: high-speed internet, your own computer, headset, and a real backup plan (power + internet) for brownouts
Big plus if you have
Experience with Breezeway or another housekeeping/maintenance task system
Experience with smart locks and remote/self check-in for vacation rentals
OTA extranet experience ( ---------- / Expedia Partner Central / Airbnb host tools)
You have worked with US guests before and genuinely like hospitality — it shows on the phone
How to apply — please follow exactly
Start your application with the word DOCK so we know you read this. Then answer briefly:
Which shift (A or B) fits your life, and why does it work for you long-term?
Describe your front-desk/reservations experience: property size, the PMS you used, and the channels you handled.
Scenario (written): A guest messages at 9:40 PM: "We're outside Bungalow 12, the lock code doesn't work, it's hot, and my kids are tired. This is ridiculous." Write the exact first message you send them, and list what you do in the next 15 minutes.
Scenario (judgment): A caller says the website price is too high and asks you to "just take $50 off if I book right now." What do you say, and what do you do?
What are your internet speed, computer, headset, and backup power/internet plan?
Applications without the word DOCK and without real answers to #3 and #4 will not be reviewed.
Hiring process
Shortlisted applicants get a paid test ($30 USD): a mock guest-inbox triage (real-style messages to prioritize and answer) and a 10-minute mock check-in call on Zoom — we are hiring a voice as much as a typist
Top candidates do a paid 1-week trial at the agreed rate, shadowing live shifts alongside the other agent