Virtual receptionist services for hospitality, restaurants & travel

AssistBPO's virtual receptionist services for hospitality, restaurant and travel businesses put a named receptionist on the reservation line while your host is seating a party of ten and your front desk is checking in a tour bus. Hospitality calls are quick and specific: is there a table at seven, do you have a room Saturday, can you do a birthday cake, is the patio dog friendly.

Get a staffing plan Hear our demo receptionist

Get a staffing plan

A named person replies within 1 business day

A short call sizes the desk faster than email. We call only if you leave a number.

  • A named assistant proposed within 72 hours
  • A person replies, not a bot
  • Details stored only to reply. Privacy
This page Hospitality, restaurants & travel Virtual receptionist services

How does a virtual receptionist work for hospitality?

Your receptionist answers in your name within a few rings, checks live availability in OpenTable, Resy or your PMS, books the table or room, explains the cancellation policy and the deposit rule for large parties, and sends a confirmation text. Calls from vendors, delivery drivers and job applicants are routed to your rules. Dietary and allergy questions are taken down in the guest's words and passed to the kitchen rather than answered from memory. Travel agency lines get the same treatment: itineraries pulled up, changes logged for the agent, and the emergency script for a client stranded abroad. The receptionist is an employee of the group with a trained backup, works your service hours, and sends an end-of-day call log with every booking, message and callback owed.

What tasks does a virtual receptionist cover for hospitality, restaurant and travel businesses?

  • Answer the reservation line in your name during service and between
  • Check live availability and book tables and rooms in OpenTable, Resy or your PMS
  • Explain cancellation policies and large-party deposit rules before the guest hangs up
  • Take dietary and allergy notes in the guest's words and pass them to the kitchen
  • Route vendor, delivery and applicant calls to your rules
  • Handle travel client calls: pull the itinerary, log the change request, run the emergency script
  • Send confirmation texts with the time, party size and address
  • Deliver an end-of-day call log with bookings, messages and callbacks owed

The KPI that matters here

Reservation calls answered live during service and bookings made per 100 calls. Both come from your phone system and reservation platform and sit on the weekly review.

What rules does a virtual receptionist follow for hospitality?

  1. Guest texts and emails under TCPA and CAN-SPAM. Reservation confirmations, reminders and in-stay messages are transactional and go to the number or email the guest gave when booking. Marketing texts and emails, such as a holiday menu or a returning-guest offer, go only to guests who opted in, inside 8am to 9pm local time for texts, with an unsubscribe on every email, under the TCPA enforced by the FCC and CAN-SPAM enforced by the FTC.
  2. Deposits and card holds under PCI DSS. Large-party deposits, room holds and event deposits are collected only through the payment link or card capture in your reservation platform, PMS or POS. The assistant never takes a card number by phone, writes one down or stores one in a note, in line with PCI DSS.
  3. Service animals and allergen questions. Under the ADA, enforced by the US Department of Justice, a service animal is admitted and the desk asks only the two permitted questions. Allergen and dietary questions are passed to the kitchen in the guest's exact words and never answered from memory, because state health codes based on the FDA Food Code hold the operator responsible.
  4. Review replies under the FTC rule. No review is bought, incentivized or written by us, following the FTC's Consumer Reviews and Testimonials Rule. Replies never confirm that a named person stayed or dined, never quote a reservation detail, and move disputes to a private channel.

Hospitality software we work in

Also in use

  • OpenTable
  • Resy
  • Toast
  • Cloudbeds
  • Booking.com
  • Expedia

See all 80 tools we work in

More for hospitality, restaurant and travel businesses

Other services for hospitality

Virtual receptionist in other industries

Frequently asked questions

Can the receptionist see our live availability?

Yes, through your own reservation platform or PMS login with view-and-book permissions. The receptionist sees the same floor plan, turn times and room inventory your host sees, books within the limits you set, and never overrides a blocked table or a closed date. Large parties, buyouts and anything outside the rules become a message to the manager with the guest told when to expect a call.

What does the receptionist say about menus, prices and policies?

What is in your playbook: current menus and price ranges, corkage, dress code, parking, the cancellation and no-show policy, the deposit rule for large parties, and whether the patio takes dogs. Questions the playbook does not answer go to the manager as a message rather than a guess. Allergen questions are always passed to the kitchen with the guest's exact words, never answered by the receptionist.

How do you handle a guest who is angry about a booking?

With your recovery script. The receptionist listens, confirms the reservation details from the record, apologizes for the inconvenience without assigning blame, offers the options you have approved such as the next available time or a manager callback, and logs the call. Refunds, comps and anything involving a payment go to the manager. The call is flagged in the end-of-day log so you see it before the review appears.

Ask an AI assistant to summarize this page

Opens the assistant with a prefilled prompt so you can check our claims against the page yourself.

Next step

Your desk, staffed. Wherever you are.

Tell us what is overloaded. A named person replies within 1 business day with a staffing plan, and we propose your assistant within 72 hours.

Get a staffing plan Book a 20-minute call

Or call +1-657-777-0006 during US, UK or Australian business hours, or hear our demo receptionist.

  • A named assistant proposed within 72 hours
  • Employed, screened and managed staff, never freelancers
  • Your hours, your tools, your data
Call WhatsApp Staffing plan