Customer Service Representative - Virtual Assistant
Customer Service Representative - Virtual Assistant
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Job Description
This is a remote position.
Virtual Rockstar is looking for a reliable and professional Customer Service Representative to join the overnight operations team for a boutique hotel located in the heart of Fort Worth Texas. This is a full-time remote role covering the 11:00 PM 7:00 AM CST shift where you ll serve as a virtual front desk assistant and concierge ensuring guests receive exceptional care and support around the clock.
If youre tech-savvy service-minded and love the idea of creating welcoming guest experiences this role is for you.
About the Hotel
This independent design-forward hotel is located in Fort Worth s Cultural District and prides itself on being warm welcoming and interesting not only to overnight guests but also to locals who enjoy the property s unique vibe and gathering spaces. With a commitment to authentic hospitality and exceptional service the hotel team focuses on creating memorable experiences that keep guests coming back.
As a small business every team member makes a real impact. You ll be part of a tight-knit values-driven group that values creativity communication and professionalism.
Why Join This Team
Work remotely while supporting a vibrant hospitality-driven small business
Be part of a creative and community-focused hotel team that values individuality
Receive consistent support and training
Help create a guest experience that truly stands out even during the quiet hours
Responsibilities
As the virtual face of the hotel during the overnight hours you ll support both staff and guests with responsibilities that include:
Guest Services (Remote Front Desk)
Assist with guest check-ins and check-outs using Cloudbeds and Virtual Front Desk systems
Provide concierge-style support via webcam phone and email
Monitor camera systems to maintain awareness of guest and property activity
Respond promptly to guest inquiries and issues with professionalism and warmth
Administrative & Support Tasks
Track and monitor room rates; make adjustments as needed
Follow up with guests post-checkout to gather feedback or resolve concerns
Respond to online reviews and coordinate outreach for events or partnerships
Provide general administrative support to the General Manager as needed
This role requires someone who is comfortable working independently yet still communicates clearly and consistently with the broader team via email and occasional webcam meetings.
Tools You ll Use
Cloudbeds (Property Management System)
Google Workspace (Gmail Docs Sheets etc.)
Virtual Front Desk (Webcam-based guest interaction system)
Assa Abloy Visionline (Digital key system)
Requirements
Background in hospitality or customer service preferred
Confident calm communicator with strong English skills (written and verbal)
Proficient with Google Workspace and modern guest service tools
Detail-oriented self-motivated and comfortable working overnight hours
Tech-comfortable with video calls digital systems and remote support
Benefits
Competitive salary commensurate with experience.
Opportunities for professional development and growth.
Work in a dynamic and supportive team environment.
Make a meaningful impact by helping to build and strengthen families in the Philippines.
Background in hospitality or customer service preferred Confident, calm communicator with strong English skills (written and verbal) Proficient with Google Workspace and modern guest service tools Detail-oriented, self-motivated, and comfortable working overnight hours Tech-comfortable with video calls, digital systems, and remote support
Employment Type
Full Time
