Hotel guest support outsourcing — hotels, boutique properties & groups
Your desk should be facing the guest
A dedicated Relaytask team takes the screen work and the out-of-hours queue, so your front office spends its shift on the floor.
Front office is doing back office work
The desk was designed for guests standing in front of it. Most of its day now goes to a screen — enquiries, changes, records, reports and reviews that arrive whether or not anyone is free.
What guests should get
- Someone present at the desk
- An answer to the enquiry within the hour
- A request actioned, not noted
- A complaint handled before check-out
- A reply to their review
- Contact outside office hours
What the desk is actually doing
- Clearing an inbox between arrivals
- Re-keying reservations and updating records
- Chasing departments for an answer
- Compiling reports for management
- Monitoring review sites when there is time
- Leaving evenings and weekends to on-call
Four hotel support streams you can outsource
Take one stream or several. Each is staffed by dedicated team members trained on your property, your systems and your standards.
Reservations support & guest communication
Guest enquiries, reservation support, changes and cancellations, pre-arrival and post-stay communication, guest requests, complaint triage and escalation management.
Or hand the guest inbox overHotel back-office administration
Data entry, CRM and PMS updates, inbox management, records and filing, scheduled reports and document preparation — the recurring work that fills a shift.
Guest experience
Review monitoring across platforms, guest follow-up, satisfaction surveys, escalation handling and service-recovery correspondence.
After-hours support
Evening cover, overnight shift cover for US, UK and Australian time zones, and weekend cover — staffed to the window agreed in your service agreement.
Compare after-hours modelsVolume that only climbs for part of the year is scoped separately, before it arrives — see how peak-season capacity is planned backwards.
Where a dedicated seat lands first
- Reservation enquiries arriving faster than the desk clears them
- The queue is worked continuously and measured against an agreed response window
- Reception covering the inbox during arrivals and departures
- Inbox ownership moves off the desk at peak hours
- Reviews going unanswered for days
- Monitored by your team; responses drafted to your standards for your approval
- Reports compiled manually by duty staff
- Reporting about the work at the cadence you agree — end of day, weekly or monthly
- Evenings and weekends left to whoever is on shift
- Cover staffed to a defined window, with a documented escalation path
We support the desk. We do not replace it.
Your duty manager keeps authority over the property and the guest. The Relaytask team works to the limits you set and escalates on your path.
Level 01
Relaytask agent
Handles routine enquiries, reservation admin and guest correspondence inside the authority documented at onboarding.
Level 02
Team Lead
On-site supervisor. Owns performance, handles what the agent cannot resolve, and holds the line on quality.
Level 03
Your duty manager
Anything touching property decisions, compensation, safety or brand standards routes to your named contact, with full context attached.
Ongoing
Account Manager
Oversees the engagement, owning scope and reporting at the cadence you agree — end of day, weekly or monthly.
Tools & systems we can work within
Relaytask works inside your own platforms and permission model. Access is granted, scoped and revoked by you, credentials are issued to named individuals, and we will review and sign your data processing agreement or security addendum as part of contracting.
Two ways to cover it
The work above gets covered for a hotel one of two ways. The difference is who runs it.
Managed Support
We run the support operation. AI handles the repetitive, approved questions; trained specialists take anything needing judgment, authorisation or an exception.
Best when you want the outcome handled and not another person to manage.
How Managed Support worksDedicated hospitality team
Office-based specialists assigned to you, working inside your own PMS, inbox and process — the way an in-house hire would, without the hiring.
Best when the work is yours to direct and you want capacity inside your systems.
See how the dedicated team worksNot sure which fits? Bring the volume and the hours you need covered to the call and we will map it to one of the two.
FAQ
Common questions
No. The team works alongside your desk, taking the screen work and the out-of-hours queue so your staff stay with the guest in front of them. Your duty manager keeps authority over the property.
Yours. We work inside your property management system, booking platforms and messaging tools, under access you grant and can revoke. During onboarding the team learns the tools and workflow used for the agreed work.
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.
Coverage arrangements are agreed with you during scoping, so you know in advance how absence is handled on your account.
An on-site Team Lead owns performance, and an assigned account manager oversees the engagement and the work. Reporting about the work comes at the cadence you agree — end of day, weekly or monthly.
Teams are staffed to the coverage window agreed in your service agreement, including shift cover extending into overnight hours for US, UK and Australian time zones.
The role is often called a hotel virtual assistant, and the work is the same work. The difference is the model: your team members are office-based, assigned to your property alone, supervised on site by a Team Lead, and trained on your systems during onboarding — rather than sourced from a freelance marketplace.
Yes. Reservation support, changes and cancellations, and PMS and CRM updates are part of the reservations and back-office streams. The team works inside your property management system under access you grant and can revoke, and reservation changes require the access and authority you have granted.
That is a different Relaytask service. Managed Support runs guest conversations as a managed AI and human operation: AI answers first from property knowledge you approve, and a trained specialist takes over when a conversation needs judgment or authorization, within the coverage window on your plan. The dedicated team described on this page is the alternative — your own trained people working inside your systems and your process.
Compare Managed SupportGet Started Today
Tell us where the hours are going
Share your room count and the gaps in your coverage. We come back with a team shape and a coverage window.
- Free discovery call
- Custom team recommendation
- Office-based, dedicated to your account
- 5-day onboarding setup
5-day onboarding setup
Trained, supervised, office-based