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