A guest experience that doesn't pause at midnight
Booking requests, late check-in questions, and review responses arrive at every hour — but your front desk is focused on the guests standing in front of them. OrbitReps places dedicated reservations agents, guest messaging support, and billing staff who extend your hospitality beyond your property's walls, around the clock.
Guests expect a response now — even at 2 a.m.
A traveler booking from another time zone, a guest with a late-night question, or a review that needs a thoughtful reply by morning — all of it competes with check-ins, check-outs, and walk-ups at the front desk. When responses lag, bookings go to a competitor and reviews go unanswered.
Roles hotels place most often
Reservations & Booking Agents
Handle phone, email, and OTA booking inquiries, modifications, and cancellations across time zones.
Guest Messaging & Concierge Support
Respond to guest questions via chat, SMS, and email — directions, amenities, special requests — before, during, and after stays.
Review & Reputation Management
Monitor and respond to reviews across platforms with a consistent brand voice, and flag recurring issues to management.
Billing & AR/AP
Process vendor invoices, reconcile OTA commission statements, and manage guest billing disputes.
Operations Support
Coordinate with housekeeping and maintenance schedules, manage vendor follow-ups, and handle recurring administrative tasks.
Built for a 24-hour business
A hotel never fully closes, but most back-office and guest communication functions effectively do after the front desk shift ends. OrbitReps staff cover the hours your property operates — including overnight — so guest messages get answered and reservations get confirmed regardless of when they arrive.
- Shift coverage spanning your property's full operating hours
- Staff trained on PMS, channel manager, and OTA extranet platforms
- Consistent brand voice across reviews and guest messaging
- Bilingual agents available for international guest bases
Good fit if your property is dealing with
Booking inquiries from other time zones
going unanswered until the next morning.
Reviews piling up unanswered
across multiple platforms.
Front desk overwhelmed during check-in/out
while guest messages wait.
OTA commission statements
that take hours to reconcile each month.
No overnight guest communication
for late arrivals or urgent requests.
Vendor and maintenance follow-ups
falling through the cracks.
Frequently asked questions
Can staff work in our PMS (property management system)?
Yes. We match candidates with relevant PMS and channel manager experience and provide guided onboarding for your specific platform and brand standards.
How do you maintain a consistent brand voice for guest messaging and reviews?
During onboarding, we work with you to document your tone, common scenarios, and approved responses, then train staff against that guide. A dedicated success manager periodically reviews output for consistency.
Can the same agents handle bookings and guest messaging?
For smaller properties, yes — a combined reservations and guest messaging role works well. Larger properties or those with high message volume typically benefit from separating the two.
What about sensitive guest billing disputes?
Billing dispute handling is scoped during onboarding, including which disputes staff can resolve directly versus escalate to a manager, so guests get fast responses without overstepping authority.
Ready to staff up for hotels & hospitality?
Tell us what's slipping — calls, bookings, billing, support — and we'll match you with staff who already understand this industry.
Start the conversation →Roles commonly staffed for hotels & hospitality
Reservations & Booking Agents
Booking support for phone, email, OTA inquiries, modifications, and cancellations.
Customer Service
Guest communication support across phone, email, chat, and service requests.
Billing & AR/AP
Invoice support, vendor payments, commission reconciliation, and billing disputes.
Virtual Assistants
Inbox triage, calendar coordination, data entry, and recurring admin support.
Similar industries we support
Restaurants
Support for calls, reservations, invoices, and back-office admin during busy service hours.
Rental Facilities
Fast response support for bookings, inquiries, reservations, and customer coordination.
Services Sector
Administrative staffing support for service businesses with recurring coordination needs.
Build your Hotels & Hospitality team
Share a few details about your hotels & hospitality operation and a staffing advisor will follow up within one business day with role recommendations and pricing.