[Hiring] Virtual Front Desk Agent @Truporch Homes

Role Description

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.

• 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.

Qualifications

• 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.
• A natural problem-solver with a calm, positive, and empathetic demeanor.
• Tech-savvy and comfortable navigating multiple digital platforms simultaneously.
• Highly organized with an incredible eye for detail.
• 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.

Requirements

• Experience working directly with short-term rental platforms (Airbnb, Vrbo, Booking.com) is a plus.
• Familiarity with industry software like Lodgify, Pricelabs, or similar tools is a plus.
• Bilingual or multilingual abilities are a plus.

Benefits

• 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.