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.
- AllanOperations LeadRuns the board and the escalations
- SheillaSenior OperatorGuest messaging and recovery
- LeoSenior OperatorTurnovers and vendor follow-through
- JadeOperatorOpening shift and the morning brief
- BelleOperator, US EasternDaytime overlap from Florida
- MaeOperatorThe hotel lane: guest messages and turnovers
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, or every hour with the 24/7 Desk at $149 a listing. Most of the team is in Manila, twelve or thirteen hours ahead of US Eastern depending on the season, so a US night is their daytime shift. A staffed desk, not a pager someone answers half asleep.
Every 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, watched 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
Verify first. Answer from your approved replies. Send the rest to you.
A wrong answer sent fast is worse than a right answer checked first. Operators confirm against the unit file before they reply, answer routine questions from your approved replies, and draft anything outside them for your 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. Need all 24? The 24/7 Desk staffs every hour, at $149 a listing. Most of the team is in Manila, twelve or thirteen hours ahead of US Eastern depending on the season, so a US night 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
Six four-hour blocks make the whole day. Your tier sets how many of them run on your portfolio: eight, twelve or sixteen hours, or all twenty-four on the 24/7 Desk. 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.
How every guest message is handled
Answered from your file, in your voice.
What happens to each guest message during the hours you cover, in order.
What we do on every message
- Read the reservation and the unit file before replying
- Answer routine questions from your approved replies and house rules
- Send anything outside those rules to you, by the escalation path you wrote
- Log it in the shift report, so the next shift and your morning brief carry it
What we do not do
- Cover hours you did not choose. You picked them; we do not pretend to cover the rest.
- Decide refunds, discounts or damage claims. Those stay with you.
- Run cleaner and vendor threads on a guest's clock. Those follow their own dispatch schedule.
We would rather publish what we do in full than a promise we quietly redefine when it is inconvenient.
The division of labor
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 guest relationships, your vendors, your final word, or your pricing unless you add revenue management.
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 revenue, unless you add revenue managementYours
- 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.