Virtual Receptionist

Role

Virtual Receptionist

Location

Thane, Mumbai

Shift

7:00 AM to 3:00 PM

3:00 PM to 11:00 PM

11:00 PM to 7:00 AM

8-hour shift, 5 days a week. Shifts will be rostered to cover 24-hour operations of the hotel in New Zealand.

Timeline

2-4 weeks

About Streamline Solutions

Streamline Solutions a well-established Accounting Back office based out of Thane, Mumbai having both domestic & international clients, with 20+ years’ experience in in Accounting & Outsourcing.

About the Client

Our Client is a leading hospitality company in Oceania Region with 40+ years of association with global hotel brands including IHG, Accor & Hilton.

Their investment & expertise range from Construction, Ownership & Management of diverse hospitality assets such as Hotels, Event Centres, Serviced & Residential Apartments.

About the Role

We are seeking a warm, service-oriented Virtual Receptionist to represent the front office of our New Zealand-based star hotel. The role involves handling guest interactions virtually — ensuring every guest receives the same courteous, efficient, and professional service as they would in person.

The Virtual Receptionist is responsible for delivering a high standard of guest service and operational support remotely. This role is the first point of contact for hotel guests through telephone, email, and digital communication channels.

The position involves handling reservations, managing guest enquiries, supporting daily front office functions, and ensuring a seamless guest experience from pre-arrival through to post-stay.

KRAs

Key Responsibilities

• Respond promptly and professionally to guest enquiries via phone, email, and other virtual communication platforms.
• Manage and process reservations, amendments, and cancellations accurately within the Property Management System (PMS).
• Support front desk operations by coordinating pre-arrival arrangements and providing relevant guest information.
• Facilitate virtual check-in and check-out processes and assist guests with contactless service options.
• Coordinate with on-site teams including Housekeeping, Maintenance, and Food & Beverage to ensure guest requests are actioned promptly.
• Handle guest concerns and feedback professionally, escalating matters to the appropriate on-site manager when required.
• Maintain accurate records of all guest interactions and transactions.
• Promote hotel services, facilities, and local area information to enhance guest experiences.
• Adhere to hotel policies, data privacy regulations, and Health & Safety protocols.
• Maintain a professional standard of communication and conduct at all times.

Skills and Attributes

• Excellent verbal and written communication skills.
• Strong customer service orientation with a professional and friendly approach.
• Ability to manage multiple enquiries and tasks simultaneously.
• High level of accuracy and attention to detail.
• Ability to work independently and manage time effectively.
• Proficient in using technology, including PMS platforms, MS Office, and communication software.
• Reliable, punctual, and solution-focused.

Qualifications and Experience

• 1-2 experience in hotel front office, reservations, or customer service roles is preferred.
• Familiarity with Opera Cloud or similar Property Management Systems is advantageous.
• Proficiency in English (additional languages are an asset).
• Competency in using communication tools such as Microsoft Teams, Outlook, VoIP platforms, and messaging services.

Additional Information

• This is a remote role to virtually assist guests in a New Zealand Hotel Property.
• Shifts may include evenings, weekends, and public holidays based on operational requirements.
• Full system and service training will be provided.
• Supportive, modern work environment in Mumbai.

Job Type: Full-time

Pay: ₹300,000.00 - ₹420,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Provident Fund

Work Location: In person