The Role
Manage virtual front desk and concierge operations through video kiosks, phone systems, and digital messaging. Facilitate guest check-ins and check-outs, reservations, room keys, inquiries, and issue resolution while coordinating housekeeping and maintenance requests with on-site teams. The role requires polished communication, hospitality skills, digital literacy, schedule flexibility, and a camera-ready presence.
Summary Generated by Built In
We are seeking a dynamic and tech-savvy Virtual Front Desk Executive to manage our virtual concierge and front desk operations. In this role, you will serve as the primary digital touchpoint for our guests, delivering exceptional hospitality through live video KIOSKs, phone systems, and digital messaging applications. Your objective is to ensure a flawless guest journey by supervising check-ins/check-outs, resolving inquiries, and maintaining fluid synchronisation with our physical property teams.
Key Responsibilities:
- Digital Concierge Services: Provide a warm, face-to-face welcome to guests via KIOSK video feeds and handle incoming property communications with professionalism.
- Arrival & Departure Facilitation: Securely manage digital check-in and check-out procedures, process room keys, and verify guest credentials.
- Booking Administration: Organize, update, and monitor reservations and room allocations within the central property database.
- Guest Inquiry Management: Address questions regarding property guidelines, facilities, pricing, and local recommendations accurately and efficiently.
- On-Site Team Syncing: Act as the liaison between virtual guest requests and physical staff, directing housekeeping and maintenance tickets instantly.
- Issue Resolution: Troubleshoot guest complaints or minor system disruptions calmly, ensuring a high level of customer satisfaction.
Candidate Profile & Qualifications:
- Articulate Communication: Superior written and spoken English skills with an ability to communicate clearly and professionally.
- Engaging Presence: A friendly, approachable, and camera-ready personality suited for video-based customer interactions.
- Operational Flexibility: Total availability to accommodate a rotating schedule, which includes weekend shifts, evening hours, and holidays.
- Digital Literacy: Comfortable operating modern computer systems, navigation software, and multi-screen digital tools.
- Valued Experience: A background in a guest-facing role, retail customer care, call centers, or hospitality management is highly preferred. Familiarity with hotel PMS tools is a distinct benefit.
- Problem-Solving Skills: Excellent interpersonal skills combined with a quick, solution-oriented mindset.
Skills Required
- Superior written and spoken English communication skills
- Friendly, approachable, and camera-ready presence for video-based guest interactions
- Availability for rotating weekend, evening, and holiday shifts
- Comfort operating computer systems, navigation software, and multi-screen digital tools
- Experience in guest-facing roles, retail customer care, call centers, or hospitality management
- Familiarity with hotel property management system tools
- Excellent interpersonal and problem-solving skills
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The Company
What We Do
HotelKey was founded in 2015 and today counts seven large enterprise chains among its clients. HotelKey’s client portfolio includes roughly 1.25 million rooms live and over 18,000 hotels under contract, including more than 800 independent hotels, mainly in the U.S. In addition to its industry-leading PMS solution, HotelKey also offers an enterprise-grade central reservations system and point-of-sale system, along with a host of other products and services specifically designed for the hospitality industry
