Publish the SOP, and the sales pitch takes care of itself.
Most remote support is sold as a promise. This page is the operating standard instead: the people, the loop, the hours that are genuinely staffed, and the five decisions we will never make for you. If any of it does not suit you, you will know before the call rather than after the invoice.
Who actually answers
A desk with names on it.
Anonymous labor is the other enemy. You cannot hold a queue accountable, and the companies selling you one are counting on that. Here is our roster.
- Allan NatividadOperations LeadRuns the board and the escalations
- Sheilla Mae TalabaSenior OperatorGuest messaging and recovery
- Leo VianaSenior OperatorTurnovers and vendor follow-through
- Jade AirishOperatorOpening shift and the morning brief
- Belle NielsonOperator, US EasternDaytime overlap from Florida
How the night is actually staffed
The desk runs in four-hour blocks, seven days a week, 365 days a year. Your tier buys eight, twelve or sixteen hours a day and you choose where they sit in the 24, overnight included. Most of the team is in Manila, twelve hours ahead, so your overnight is their daytime shift. A staffed desk, not a pager someone answers half asleep.
See the full desk, the shift loop, and the escalation rulesEvery shift, in order
The seven-step loop.
The same sequence runs on every shift, on every portfolio. It is what stops remote support from becoming a group chat where things get missed.
- 01
Log on
The operator marks on-shift in the schedule thread. Coverage is visible in writing, so a missed start is caught in minutes rather than discovered the next morning.
- 02
Read back, then brief
The opening operator reads every thread since the last logout, reviews the board, and posts the morning brief. Nothing is inherited unread.
- 03
Turnovers to cleaners
Cleaner assignments go out first thing, back-to-back bookings first. The smallest gap gets confirmed earliest.
- 04
Vacant units to cleaners
Empty units are scheduled next, so a same-day booking never lands on a unit that is not guest-ready.
- 05
Clear last shift's open items
Every unresolved item from the last end-of-day report is worked before new work starts. Nothing rolls forward silently.
- 06
Guest messaging, all shift
PMS, every channel inbox and the assigned email, held to a five-minute response standard all shift. Airbnb, Vrbo, Booking.com and direct, answered in one place.
- 07
End-of-day report
What was done, what was learned, and what is still open, handed to the next shift. Your morning brief is built from it.
The rule that runs underneath all seven
Draft, get approval, then send. Verify before answering.
A wrong answer sent fast is worse than a right answer sent in four minutes. Operators confirm against the unit file before they reply, and anything outside the approved standards gets drafted for a decision, never improvised.
How the night is staffed
Four-hour blocks, not a pager.
The desk runs in four-hour blocks with a named owner on each, seven days a week, 365 days a year. Your tier buys eight, twelve or sixteen hours a day, and you choose where those hours sit in the 24. Most of the team is in Manila, twelve hours ahead, so your overnight is their normal working day. Nobody is being woken to answer your guest.
Opening
Opening block
Morning brief, turnovers, guest comms
Midday
Midday block
Vendor follow-up, arrivals, escalations
Evening
Evening block
Check-ins, access issues, recovery
Overnight
Overnight block
Late arrivals, incidents, end-of-day report
Four blocks make a covered day. Your tier sets how many of them run on your portfolio: eight, twelve or sixteen hours. You choose which ones, including overnight, and you can change them.
Coverage hours per day by tier: Bronze: 8 hrs/day, Silver: 12 hrs/day, Gold: 16 hrs/day · full window. Each tier buys that many hours out of twenty-four, and you choose which hours they are.
Blocks shown in example positions. You pick the actual hours, and you can change them.
The one number we commit to
Five minutes to a human, or that day is on us.
Most remote support advertises a response time and defines it nowhere. Here is ours in full, so you can hold us to it.
What it means
- Five minutes to the first human response on an inbound guest message
- On the channels you connect: Airbnb, Vrbo, Booking.com, direct, and your PMS inbox
- During the coverage hours you selected, seven days a week
What it does not mean
- It is not a resolution time. A lock failure or a plumber takes as long as it takes, and we tell you so.
- It does not apply outside your covered hours. You chose those hours; we do not pretend to cover the rest.
- It does not apply to cleaner and vendor threads, which run on their own dispatch cadence, not a guest clock.
If we miss it
If we miss the standard on a covered guest message, that listing's fee for that day is credited back to you. You do not have to ask: it comes off the next invoice with the miss documented next to it.
We would rather publish a narrow promise we keep than a broad one we quietly redefine when it is inconvenient.
The division of labour
We hold the desk. You keep the business.
Xenia is a desk, not a management company. We run the daily flow on the hours you set, and we never touch your pricing, your guest relationships, your vendors, or your final word.
Xenia holds the desk
- Monitor and respond to guests across every channel
- Coordinate cleaners and vendors to completion
- Triage maintenance and log every issue
- Document and escalate the real emergencies
- Draft review responses and recovery messages
- Follow through until it is actually closed
Always 100% yours
- Pricing and revenueYours
- Owner and guest relationshipsYours
- Vendor contracts and the field teamYours
- Refunds, final decisions, and the brandYours
- Which listings, channels, and hours we touchYours
- Whether we are here next monthYours
The fastest way to judge a desk is to watch one shift.
Bring a portfolio, a set of hours, and your escalation rules. We will run it for a soft-launch period on selected listings, and you can end it whenever you like.