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Virtual Front Desk Agent (Remote) - Hospitality Pro

February 24, 2026

Job Post: Virtual Front Desk Agent (Remote) - Hospitality ProCompany: PillowPMLocation: Fully RemotePosition: Full-time About PillowPMAt PillowPM, we believe a great stay starts with a soft landing. We manage a portfolio of premier short-term rental properties, combining the comforts of home with the seamless service of a boutique hotel. Our mission is to provide 5-star travel experiences, and we know that starts with our team. We're a growing, dynamic company looking for a passionate individual to be the welcoming voice of PillowPM. The OpportunityAre you a hospitality expert who thrives on making guests happy? Do you have a knack for problem-solving and a passion for service, but are seeking the flexibility of a remote career?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. What You'll Do (Key Responsibilities):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. Who You Are (Qualifications & Skills):Required: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. You can craft a clear, friendly email and navigate a phone call with equal confidence and grace.A natural problem-solver with a calm, positive, and empathetic demeanor, even in high-pressure situations.Tech-savvy and comfortable navigating multiple digital platforms simultaneously. Experience with Property Management Systems (PMS) is a huge plus.Highly organized with an incredible eye for detail. Nothing gets past you.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. Bonus Points for:Experience working directly with short-term rental platforms (Airbnb, Vrbo, Booking.com).Familiarity with industry software like Lodgify, Pricelabs, or similar tools.Bilingual or multilingual abilities. What We Offer: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 How to Apply:Ready to be the welcoming voice of PillowPM?Since this role is all about communication, our application process is a little different. Instead of just a resume, we want to hear your friendly voice in action!Please click the link below to complete our application form. You'll be asked to provide some basic information and record a few short audio responses to common guest scenarios. It’s a great way for you to showcase your hospitality skills directly.Apply Here: https://forms.gle/Nj4AzqcPLTBCnj6n9The form should take about 10-15 minutes to complete. We are excited to hear from you!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...