Guest support that
does not clock off
Dedicated, office-based teams for hotels and rental operators — trained to your systems, supervised, and covering the hours you cannot staff.
Two operations, two different problems
Managing properties on behalf of owners?
Owner statements and updates, approvals chased and documented, vendor coordination records that have to hold up months later — the second job a management company carries on top of the guest one.
Where the work lands
A booking is the start of the work, not the end of it
Stage 01
Enquiry
Availability and pricing questions, answered fast or lost to the next property.
Stage 02
Pre-arrival
Confirmations, arrival times, access details and special requests.
Stage 03
In-stay
Faults, access problems, extensions — the hours nobody rosters for.
Stage 04
Check-out
Departures, issues closed out, the turnover handed over.
Stage 05
Review
Review requests, responses, service recovery and repeat guests.
Cover the hours you cannot staff
Teams are staffed to the window agreed in your service agreement, including shift cover extending into overnight hours for US, UK and Australian time zones.
Working out which after-hours model fitsBusiness hours
Your core operating day, in your time zone.
Evening
The arrival and issue peak, after the desk thins out.
Overnight
Shift cover for US, UK and Australian time zones.
Weekend
Staffed to the agreed window rather than left to on-call.
What “managed” actually means
Six things happen around every seat. Together they are the difference between hiring a person and buying an operation.
Recruited to your specification
Sourced, screened and assessed against the role you actually need — not matched from a bench.
Trained before go-live
Your tools, your properties, your tone and your escalation rules, learned before the first guest message.
Supervised
An on-site Team Lead owns performance on the floor.
Account-managed
An assigned account manager oversees the engagement and the work.
Coverage planned
Coverage arrangements are agreed with you during scoping.
Reported on
Reporting about the work at the cadence you agree — end of day, weekly or monthly.
What every account gets
A dedicated team, not a shared pool
Full-time people assigned to your account alone, working from a managed office.
5-day onboarding setup
Onboarding covers your business, the handover and preparing the team for your account.
Hospitality-experienced specialists
People who have handled real guest operations — OTA messaging, PMS work and guest communication. Platform experience is matched during recruitment whenever possible, and your account is trained before go-live.
Plans and pricing
You are hiring a role, not renting a tool
Pricing is per dedicated full-time specialist at approximately 160 working hours a month. Not an hourly rate, and not a fee per property.
Hospitality Support Specialist
Execution & support
From$1,295/month
Owns: Guest messaging, email and chat, reservation enquiries, OTA messaging, CRM records, review responses and back-office admin.
Boutique and independent hotels, hostels, serviced apartments, and rental operators running roughly 10–30 properties.
Hospitality Operations Specialist
Operations & coordination
Most chosenFrom$1,595/month
Owns: Everything above, plus complaints and service recovery, reservation changes and cancellations, housekeeping, maintenance and vendor coordination, and daily operational reporting.
Busy hotels, hotel management companies, resorts, vacation rental managers, and portfolios of roughly 20–100+ properties.
Senior Hospitality Specialist
Ownership & advanced operations
From$1,995/month
Owns: Complex escalations and VIP cases, multi-property oversight, SOP development, quality assurance, process improvement, and revenue management support where specifically trained.
Hotel groups, larger resorts, portfolios of 50–200+ properties, and operations needing specialised PMS or CRM experience.
Hospitality Team Lead
Leadership & governance
From$2,395/month
Owns: Team supervision, queue and service-level management, quality assurance and coaching, escalation oversight, shift handovers, and client reporting.
Managed multi-agent hospitality operations that need someone accountable for the floor, not just the work.
Hospitality Operations Team
CustomGuest-support and reservations teams, operations pods, weekend and extended cover, 16/7 and 24/7 operations, and multi-property portfolios — scoped and quoted from the rota it actually takes to staff them.
Included with every seat
- The dedicated employee, full-time on your account alone
- Recruitment and screening — you interview the shortlist and choose
- HR, payroll administration and statutory compliance
- Office workstation, equipment, and managed access security
- Team Lead supervision and performance monitoring
- SOP and client-system onboarding before go-live
- Quality assurance support and reporting at your agreed cadence
- Replacement cover and continuity if someone moves on
Service levels apply during the coverage window agreed in your service agreement. Extended, weekend and overnight cover is built from additional headcount and quoted separately — a single specialist is never sold as round-the-clock cover. Final rates for senior and specialised roles depend on the experience the role requires.
Book a scoping callTwo ways to cover it
A team of your own, or an operation we run
Both cover guest conversations. They differ in who manages the support operation around them — and that is usually decided by how much of the process you want to keep. Four tests for working out which model fits.
Dedicated team
Your own people, inside your process
Named, office-based team members recruited to your specification and trained on your properties before go-live. They work inside your systems, to your escalation rules, supervised on the floor. Everything on this page describes this model.
Managed Support
The guest inbox run as a service
AI answers first from property knowledge you approve, and a trained specialist takes over when a conversation needs a person — within the coverage window on your plan. Relaytask configures the supported channels in your setup and manages the support operation.
Before your season starts
Peak season is not more bookings. It is more of everything that follows one — arriving in the same working day, handled by the same people. Capacity added during the season arrives too late to be trained.
Plan your peak-season capacity
FAQ
Common questions
Specialists work inside your existing technology stack, SOPs and workflows — property management systems such as Cloudbeds, Mews, Guesty and Hostaway, and OTA platforms including Airbnb, Booking.com, Expedia and Vrbo. Platform-specific experience is matched during recruitment whenever possible, with client-specific training completed during onboarding.
Dedicated. Full-time specialists are assigned to your account alone and work from our managed office. If you want the guest inbox run for you instead — a shared operation priced by guest-message volume, with AI on the repetitive share — that is our separate Managed Support service.
Compare Managed SupportPer dedicated full-time specialist at around 160 hours a month, starting at $1,295 per month. It is not an hourly rate and not a fee per property — you are hiring a role, not renting a tool.
Hotels and hotel groups, resorts, professional short-term rental operators, vacation rental management companies, property managers and serviced apartments — operations with enough guest and back-office volume to justify dedicated staffing.
Recruitment against your role specification happens first. Onboarding then runs as a five-day setup: discovery and documentation, the handover, and training on your systems and standards.
Get Started Today
Tell us where the hours are going
A 20-minute scoping call: property count, coverage window, and the work you want covered. We come back with a team shape.
- Free discovery call
- Custom team recommendation
- Office-based, dedicated to your account
- 5-day onboarding setup
5-day onboarding setup
Trained, supervised, office-based