Assistant roles for Hotels & Hospitality
Reservations support, guest communication, reviews, group-sales admin and back-office roles for hotels and venues. Every role is dedicated, on a customized schedule based on your needs and budget.
How dedicated assistants fit hotels & hospitality
Roles on this page:
Hotels and venues need fast replies to guests and planners, clean reservations data and steady reputation management.
Remote assistants handle the communication and back-office work; on-site teams handle the guests in front of them.
Reservations and guest-communication agent
Answers reservation emails and chats and sends pre-arrival messages.
Related specialization: Customer Support
Day-to-day tasks
- Answer reservation inquiries
- Modify bookings per policy
- Send pre-arrival messages
- Handle special requests
- Log guest preferences
- Escalate complaints
KPIs to track
- Response time
- Modification accuracy
- Pre-arrival sends
Targets are set with you on the fit call, based on your own baseline.
Tools they work in
Your accounts, named logins, your access policies.
Sample weekly cadence
| Daily | Inbox |
|---|---|
| Daily | Pre-arrivals |
| Fri | Request log |
Reputation and review assistant
Drafts responses to reviews and tracks themes.
Related specialization: Marketing & Social Media
Day-to-day tasks
- Draft review responses with approved tone
- Track themes
- Report to the GM
- Update listings
- Monitor OTAs
- Flag urgent issues
KPIs to track
- Reviews responded to
- Themes reported
Targets are set with you on the fit call, based on your own baseline.
Tools they work in
Your accounts, named logins, your access policies.
Sample weekly cadence
| Daily | Reviews |
|---|---|
| Fri | Theme report |
Group sales and events coordinator
Handles group and event inquiries, proposals from templates and BEO admin.
Related specialization: Event Coordinators
Day-to-day tasks
- Respond to RFPs
- Prepare proposals from templates
- Track contracts
- Build BEOs from planner inputs
- Rooming lists
- Follow up on deposits per policy
KPIs to track
- RFP response time
- Contracts tracked
Targets are set with you on the fit call, based on your own baseline.
Tools they work in
Your accounts, named logins, your access policies.
Sample weekly cadence
| Daily | Inquiries |
|---|---|
| Wed | BEOs |
| Fri | Pipeline |
What these roles do not do
Clear boundaries protect you, your clients and your assistant. They are written into each scope of work.
Rate and contract decisions stay with revenue and sales managers.
Card numbers are never recorded; payments go through PCI-compliant systems.
Guest data follows your privacy policy.
General information only, not legal, tax or compliance advice. Your compliance owner decides what applies to your business.
From fit call to a working role
1. Fit call
We map your workload against the roles above and recommend where to start.
2. Shortlist
You interview pre-vetted candidates screened for this industry's tools and workflows.
3. Onboarding
Least-privilege access, your SOPs and a written 30-day plan with the KPIs above.
4. Managed quality
Weekly scorecards and coaching from your ExecWing account lead.
Related pages
Hotels & Hospitality: industry overview
How ExecWing supports this industry, with tools and FAQs.
Read more →Remote Guest Services and Reservations Support for Hotels
How independent hotels and small groups use remote agents for reservations, pre-arrival messages, OTA inboxes, group blo
Read more →Enterprise programs
Dedicated pods, governance and reporting for multi-team organizations.
Read more →All role playbooks
Prescriptive assistant roles for every industry we serve.
Read more →Hotels & Hospitality roles: common questions
Can they cover nights?
Coverage is customized; Philippines-based assistants can cover US overnight hours.
Do they work in Opera?
We train on your PMS.
Reviews?
Drafts for your approval or within approved templates.
Which hotels & hospitality role should you start with?
Book a 20-minute fit call. We'll map your workload to these roles and tell you honestly where a dedicated assistant helps most.