Virtual Night Receptionist (Remote, Night Shift) | Australian Boutique Hospitality & Cloudbeds Reservations

The snapshot

Staffstream is hiring a Virtual Night Receptionist for an independent South Australian accommodation business run by a hands-on, hospitality-first owner. After years of operating a small motel, the business is opening a new 49-room property.

The property runs on Cloudbeds with fully integrated digital locks, so guests can check in, verify their ID, and access their rooms without a staffed front desk. Overnight, though, the phones still ring: international travel agents call from other time zones, guests arrive late, and the odd guest forgets their room PIN. You'd be the person looking after the front desk remotely while the property is unstaffed, handling guest calls, emails, booking enquiries, remote room access, and reservations in Cloudbeds through the night. This is a phone and computer-based role, and you won't need to be on camera. This role is open to candidates based in the Philippines.

Worth knowing upfront: this is a night shift role, and you'll be the only person looking after the front desk while the property is unstaffed. The business needs someone who already knows Cloudbeds well, who stays calm when something goes wrong at 2 AM, and who makes good decisions without a manager sitting next to them.

What you will actually do

Guest calls and enquiries

• Answer the overnight reception line, emails, and booking channels promptly, including calls from domestic and international travel agents.
  Handle late check-in questions, noise complaints, forgotten room PINs, wrong-room issues, and general guest requests calmly and politely.
  
• Escalate emergencies and safety concerns to the on-call Duty Manager or emergency services, following the property's protocols.
  

Remote room access and check-in

• Guide guests through the digital check-in and ID verification process, confirming reservation details before granting access.
• Issue, reset, and troubleshoot room PINs and unlock rooms remotely through the integrated lock system.
  

Reservations and Cloudbeds

• Create, modify, and cancel reservations in Cloudbeds, keeping guest records and room assignments accurate in real time.
  
• Manage bookings coming in from online travel agents such as Booking.com, wholesalers, and travel agents, and flag any rate or commission discrepancies.
  
• Respond to availability, rate, and room type enquiries, and turn genuine enquiries into confirmed bookings.
  
• Navigate Cloudbeds confidently and pull the reports the team needs, without needing hand-holding on the system.
  

Night audit and handover

• Complete the night audit and overnight reconciliation in Cloudbeds where required.
  
• Log all overnight calls, incidents, access events, and booking activity.
• Prepare a clear handover note for the day team each morning, including any outstanding guest issues, access problems, and maintenance items.
  

What you need to bring

• Proven experience in a hotel front desk, reservations, or remote guest services role for a multi-room hotel or accommodation property.
  
• Hands-on Cloudbeds experience. You should already know how to create reservations, navigate the system, and report on it, so you can work in it from day one. Experience limited to short-stay or holiday rental platforms such as Guesty is not enough on its own.
  
• Excellent spoken and written English, and confidence on the phone with guests and travel agents from different countries.
  
• Sound judgement when handling complaints, access issues, and urgent situations without on-site support.
  
• Calm under pressure: you stay composed and think clearly when an overnight situation gets difficult.
  
• Warm and guest-focused: you make every guest feel looked after, whatever the hour.
  
• Alert and reliable, with the same standard of responsiveness and accuracy from the first call of the shift to the last.
  
• Self-directed and trustworthy: you work independently overnight with no on-site team, and you know exactly when to escalate.
  
• Availability to work a permanent night shift.
  
• A reliable home internet connection plus a backup internet and power setup, so overnight cover is never interrupted.
  

Nice to have

• Night audit experience.
  
• Experience with integrated digital lock systems, such as Salto, and contactless check-in.
  
• Experience with Stripe or other online payment processing.
  
• Experience with another hotel PMS, such as Opera Cloud, Mews, or RMS.
  
• Experience supporting Australian hotels or guests.
  
• Experience looking after multiple properties within an accommodation group.
  

The setup

• This role is open to Philippines-based candidates, working full-time, fully remote, on a night shift.
  
• This is a phone and computer-based role, and you won't need to be on camera.
  
• The overnight reception line is diverted to you.
  
• Reports to the Owner and the on-call Duty Manager.
  
• Your main tools will be Cloudbeds, the integrated digital lock system, and the phone and email channels.