FAQs
More interesting facts
Questions about the receptionists
Are the assistants computers or real people?
They are real people. We only use AI within the context of our training system. At Reception Remote, we still place great value on human interaction and want to offer your hotel the best possible service – personal and genuine.
Our receptionists have at least 3 years of hotel experience. The highest qualifications are a prerequisite, as are solid language skills in German, French, and English.
Our employees can often speak and write other languages fluently as well.
Where are the virtual receptionists located?
Our employees must have a quiet workspace and good internet access during working hours. Otherwise, they are free to choose where they work. We operate exclusively in European time zones.
The employees in management positions are located either in Switzerland or in Germany.
Can I reach the assistant at any time?
You can reach someone from our headquarters at any time. As a customer, you have access to a chat function, allowing you to contact us by phone or chat at any time.
What does a virtual receptionist do?
A virtual receptionist can be used for all administrative tasks in a hotel. This includes booking inquiries, general email communication, OTA support, job postings, revenue management, template creation, and much more. We also assist with invoicing and other administrative tasks related to the hotel industry.
What kind of training does a virtual receptionist have?
Our virtual receptionists all come from the hotel industry. They have all worked for at least three years in a hotel or tourism company and ideally have also completed formal training in this sector.
What languages does a virtual receptionist speak?
Excellent German, French, and English language skills are a must.
Some of our assistants also speak Italian, Hungarian, Spanish, Russian, and Turkish. We would be happy to assemble the ideal reservations team to meet the specific needs of your hotel.
Questions about the service
What advantages does the virtual reservation system offer me?
We distinguish ourselves through 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 work, but also gain valuable time that you can dedicate to your guests.
How does it work?
Depending on the services you require, we offer the option of booking our service either at a fixed monthly price or outsourcing it flexibly as needed.
We can assure you that we are more than just a standard telephone answering service for hotels. We offer a wide range of options that can support you and your business.
We tailor our services to your individual needs, whether you require support with emails, phone calls, or other administrative tasks. Contact us to develop a customized strategy together.
Why should I hire a virtual receptionist?
Our team complements the hotel team and takes over tasks to relieve you and your staff.
Especially in the tourism industry, staff turnover is frequent, as many employees are seasonal workers. These employees often want to remain flexible and work in different locations.
Therefore, high staff turnover is often an important issue for hotels, which takes up a lot of time.
I would like to use the service, but I don't have an online booking tool for my hotel.
In this case, we would be happy to find a solution together. We can start by creating a simple and clear online overview for you. However, an online booking tool is almost indispensable these days. We work closely with several providers of online booking software (PMS systems) and can facilitate your transition from analog to digital.
How can I see what the virtual receptionist has done?
Our work is tracked and additionally monitored by us daily (depending on the service package). You will receive detailed reports on phone calls and emails from us and/or may request them at any time.
Do I have only one assistant or several?
To offer 7-day service during reception hours from 7:00 AM to 11:00 PM, several assistants are employed. The responsible reservation managers are introduced at the start of their employment, and the hotel maintains regular contact with them.
Generally, the same receptionists stay with the company for longer periods. We have relatively little staff turnover for day-to-day operations, as our employment is independent of the season.
What happens if I can't reach the receptionist?
Thanks to our sophisticated system, a reservations representative is always available for you via chat or phone. If you need a quick response, simply pick up the phone. For other inquiries, we have a chat response time of approximately 30 minutes during the day.
Is the service suitable for the parahotels sector?
Yes, the service is also suitable for hotels offering various accommodations. Whether you have vacation rentals, guesthouses, B&Bs, motels, etc., we're here for everyone when it comes to reservations and reservation solutions.
Questions about billing, contract and data protection
How much does a virtual receptionist cost?
We offer various service packages. Our external reservation center starts at CHF 39 per room per month for second-level support.
How do I pay the virtual receptionist?
You can pay invoices by bank or postal transfer. For most of our services, you will receive invoices at the beginning of the month. Payment is due within 14 days. Additional fees may apply.
What happens if the virtual receptionist makes a mistake?
Our employees are generally highly trained and work with great precision. Since implementing AI support in the background, our error rate in reservation processing is less than 1%. However, where humans are involved, mistakes cannot be completely ruled out. We ask for your understanding should this occur. We do everything we can to prevent errors. In the event of a major operational loss, we are covered by statutory insurance.
Am I contractually bound?
Our motto is: We only want satisfied customers, and therefore we don't force anyone to stay with us if something isn't right. Depending on the service you choose, we have a notice period of only 30 days, during which you are contractually bound. We would be happy to inform you about suitable terms for your business.
How is data protection ensured?
Your data and the data of your customers will be treated confidentially. Passwords and contact details will not be shared with third parties. More information can be found in our privacy policy.
Which service do we offer?
For hosts and investors
Does this work for every hotel?
Whether something works or not always depends on everyone involved. However, the service basically works for any type of accommodation provider – either replacing or supporting the reservations department and back office!
How quickly can you start?
If everything is satisfactory from both sides, we will try to start as soon as possible. The number of new hotels we can add is limited each month. Therefore, we ask that you always respond to our offers in a timely manner.
Does Reception Remote work with every PMS?
Yes! We've developed solutions to work with any PMS, whether online or offline. Our clients use popular systems like Fidelio, Protel, ProtelAir, Stayintouch, Little Hotelier, Easybooking, RoomRaccoon, Mews, Apaleo, Cloudbeds, and many more.
Am I contractually bound?
We believe that situations in a hotel can change quickly. Therefore, we have developed a model that allows us to provide temporary staff, for example, during vacation absences or extended sick leave.
What our customers say
More time for your hotel
Reception Remote is your reliable partner for hotels and other accommodation businesses, supporting you in running your daily operations efficiently. As your external reservations department, we ensure the smooth and professional handling of all administrative tasks.
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