For 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 support streams
Take one stream or several. Each is staffed by dedicated team members trained on your property, your systems and your standards.
Front office & guest support
Guest enquiries, reservation support, changes and cancellations, pre-arrival and post-stay communication, guest requests, complaint triage and escalation management.
Administrative support
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.
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 daily; responses drafted to your standards for your approval
- Reports compiled manually by duty staff
- Recurring reporting produced to a schedule and delivered weekly
- 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 daily 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
Owns scope, weekly reporting and the monthly account review with your management team.
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.
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. We do not ask you to change tools or adopt ours.
Five to seven business days from a signed agreement — discovery and documentation, recruitment against your role specification, then training on your systems and standards before go-live.
Trained backup cover is onboarded to the same client playbook, so absence does not become an interruption. Replacements are trained to the same documented process.
An on-site Team Lead owns daily performance and QA samples conversations and resolutions weekly against criteria agreed with you. Where performance falls short a coaching plan applies; where it remains unresolved the team member is replaced.
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.
Get 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 — no pressure, no commitment.
- Free discovery call
- Custom team recommendation
- No commitment required
- Start in as few as 5 days
Live in 5–7 days
Trained, supervised, office-based