FAQs
- Hospitality Backoffice
- Frequently asked questions
Does this work for every hotel?
Whether something works or not always depends on everyone involved. However, the service generally works for any type of accommodation business—either as a replacement for or as support to the reservations department and back office!
How fast can you start?
If everything is in place on both sides, we aim to get started as soon as possible. The onboarding of new hotels is limited each month, so we kindly ask you to respond to our offers in a timely manner.
Does Reception Remote work with every PMS?
Yes! We have developed solutions that allow us to work with any property management system (PMS), whether online or offline. Our clients successfully use all common systems, including Fidelio, Protel, ProtelAir, Stayntouch, Little Hotelier, Easybooking, RoomRaccoon, Mews, Apaleo, Cloudbeds, and many more. For server-based solutions, we check compatibility and can integrate via a virtual desktop if necessary. This guarantees maximum flexibility and seamless collaboration—regardless of the system used.
Am I contractually bound?
We believe that situations in a hotel can change quickly. That’s why we have developed a model that allows our services to be used on a temporary basis—for example, during vacation absences or extended sick leave.
More interesting facts
Questions about the receptionists
They are real people. We only use AI as part of our training system. At Reception Remote, we place great value on humanity and want to offer your hotel the best service—personal and genuine.
Our receptionists have at least 3 years of hotel experience. The highest qualifications are required, as well as solid language skills in German, French, and English.
Our employees can often speak and write other languages fluently.
Our employees must have a quiet workplace and good internet access during working hours. Otherwise, they are free to choose where they work. We work exclusively in European time zones.
Employees in management positions are located either in Switzerland or in Germany.
You can reach someone from our head office at any time. As a customer, you will receive a chat function with us, where you can always contact us by phone or chat.
A virtual receptionist can be used for all administrative matters in the hotel. Be it booking inquiries, general e-mail correspondence, OTA support, job advertisements, revenue management, creating templates, and much more. We also help with invoices and other administrative work related to the hotel industry.
Our virtual receptionists all come from the hotel industry. They have all worked in a hotel or tourism company for at least three years and have ideally also completed a school education in this sector.
Excellent language skills in German, French, and English are a must.
Some of our assistants also speak Italian, Hungarian, Spanish, Russian, or Turkish. We are happy to put together the ideal reservations team for your hotel’s needs.
Questions about the service
We stand out for our high cost efficiency and are available for you 24 hours a day, 365 days a year.
Thanks to our services, you not only save on fixed personnel costs for administrative tasks, but also gain valuable time to dedicate to your guests.
Depending on which services you require, we offer the option of booking our service at a fixed monthly rate or outsourcing it flexibly as required.
We can assure you that we are more than just a standard telephone service for hotels. We offer a wide range of options that can support you and your business.
We adapt to your individual requirements. Whether it’s support with emails, telephone calls or other administrative work. Get in touch with us to develop a customized strategy together.
Our team complements your hotel staff and takes on tasks to relieve you and your employees.
In the tourism industry in particular, there are frequent staff changes as many employees are employed on a seasonal basis. Employees often want to remain flexible and work in different locations.
High staff turnover is therefore often a major issue for hotels, which takes up a lot of time.
In this case, we would be happy to find a solution together. We can create a simple and clear online overview for you to start with. However, an online booking tool is almost indispensable nowadays. We work closely with several providers of online booking software (PMS systems) and can make the transition from analog to digital easier for you.
Our work is tracked and additionally monitored by us on a daily basis (depending on the service package). You receive detailed reports on telephone calls and emails from us and/or can request them at any time.
Several assistants are employed to provide a 7-day service during reception hours from 7:00 to 23:00. The responsible reservation managers are introduced at the beginning, and the hotel is in regular contact with them.
As a rule, the same receptionists stay with us for longer periods. We have relatively few changes in day-to-day operations, as our positions are independent of the season.
Thanks to our sophisticated system, you can always reach a reservation agent by chat or phone. If you need something urgently, simply pick up the phone. For other matters, we have a chat response time of around 30 minutes during the day.
Yes, the service is also suitable for the parahotel industry. No matter whether you have various vacation apartments, guest houses, B&B hotels, motels, etc. We are here for everyone when it comes to reservations and reservation solutions.
Questions about invoices, contracts and data protection
We offer various service packages. An external reservation center starts with us in second level support from CHF 39 per room per month.
You can pay the invoices by bank or postal transfer. For most of our services, you will receive the invoices at the beginning of the month. The invoice must be paid within 14 days. Fees may apply.
Basically, our employees are highly trained and work very precisely. Since we have been working with AI support in the background, our error rate in reservation processing is less than 1%. However, where people work, errors cannot be completely ruled out. We kindly ask for your understanding should this ever occur. We do everything we can to avoid mistakes. In the event of major operational damage, we are legally insured.
Our credo is: We only want satisfied customers and therefore we do not force anyone to stay with us if something is not right. Depending on the service selected, we have a notice period of just 30 days, during which you are contractually bound. We will be happy to inform you about suitable conditions for your company.
Your data and the data of your customers are treated confidentially. Passwords and contacts are not passed on to third parties. You can find more information in our privacy policy.