Offer summary

Qualifications:

Experience in hospitality or customer service preferred., Strong communication skills in English, both written and verbal., Proficient with Google Workspace and guest service tools., Comfortable working independently during overnight hours..

Key responsibilities:

Assist guests with check-ins and check-outs remotely.

Provide concierge support via webcam, phone, and email.

Monitor security camera systems and respond to guest inquiries.

Support administrative tasks like tracking room rates and following up with guests.

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 you're 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.