Virtual Front Desk Agent

Job Post: Virtual Front Desk Agent (Remote) - Hospitality Pro
Company: PillowPM
Location: Fully Remote
Position: Full-time 
 

About PillowPM
At PillowPM, we believe a great stay starts with a soft landing. We manage a portfolio of premier short-term rental properties, combining the comforts of home with the seamless service of a boutique hotel. Our mission is to provide 5-star travel experiences, and we know that starts with our team. We're a growing, dynamic company looking for a passionate individual to be the welcoming voice of PillowPM.
 

The Opportunity
Are you a hospitality expert who thrives on making guests happy? Do you have a knack for problem-solving and a passion for service, but are seeking the flexibility of a remote career?
We are looking for a charismatic and meticulously organized Virtual Front Desk Agent to be the heart of our guest communications. You will be the primary point of contact for our guests, ensuring every single person feels welcomed, heard, and cared for from their first inquiry to their final review. This role is fundamental to upholding our reputation for excellence and creating rave-worthy stays.
 

What You'll Do (Key Responsibilities):
Be the First Impression: Masterfully handle all guest communications via email, phone, and booking platform messages (Airbnb, Vrbo, etc.), always maintaining a warm, professional, and helpful tone.
Guest Support & Problem-Solving: Act as the go-to resource for guests. Proactively address questions and swiftly resolve any issues that arise, from Wi-Fi passwords and smart lock access to coordinating urgent maintenance requests.
Reservation Management: Manage booking inquiries, alterations, and cancellations with precision and efficiency, maximizing occupancy and guest satisfaction.
Act as a Digital Concierge: Elevate the guest experience by providing personalized local recommendations, detailed check-in instructions, and helpful tips to make their stay unforgettable.
Coordinate with Field Teams: Serve as the central communication hub, liaising seamlessly with our local cleaning and maintenance partners to ensure properties are perfectly prepared for every arrival.
Embody the PillowPM Brand: Uphold our commitment to warm, responsive, and reliable service in every single interaction.
Drive Positive Outcomes: Assist with processing security deposits, managing our review pipeline, and identifying opportunities to improve the guest experience.
 

Who You Are (Qualifications & Skills):
Required:
1-2+ years of direct experience in a guest-facing hospitality role (e.g., Hotel Front Desk Agent, Guest Services, Reservations).
Exceptional written and verbal communication skills. You can craft a clear, friendly email and navigate a phone call with equal confidence and grace.
A natural problem-solver with a calm, positive, and empathetic demeanor, even in high-pressure situations.
Tech-savvy and comfortable navigating multiple digital platforms simultaneously. Experience with Property Management Systems (PMS) is a huge plus.
Highly organized with an incredible eye for detail. Nothing gets past you.
A self-starter who is disciplined and productive in a remote work environment.
A quiet, professional home office setup with reliable, high-speed internet is a must.
 

Bonus Points for:
Experience working directly with short-term rental platforms (Airbnb, Vrbo, ).
Familiarity with industry software like Lodgify, Pricelabs, or similar tools.
Bilingual or multilingual abilities.
 

What We Offer:
100% Remote Position: Enjoy the flexibility of working from home.
Competitive Compensation: 
A Supportive Team Culture: Be part of a collaborative and passionate team that values your input and expertise.
Growth Opportunity: Grow with us Be a key player in a scaling company within the exciting travel-tech industry.
Benefits Package: Paid time off, health insurance, performance bonuses
 

How to Apply:
Ready to be the welcoming voice of PillowPM?
Since this role is all about communication, our application process is a little different. Instead of just a resume, we want to hear your friendly voice in action
Please click the link below to complete our application form. You'll be asked to provide some basic information and record a few short audio responses to common guest scenarios. It's a great way for you to showcase your hospitality skills directly.
Apply Here:
The form should take about 10-15 minutes to complete. We are excited to hear from you