Hospitality
virtual assistants
Virtual assistants for hospitality — reservations, guest comms, social and back-office — from $14/hr + GST.
Virtual assistants for hospitality
Hospitality lives and dies on guest experience and thin margins. A dedicated VA handles reservations, guest communication, social and back-office admin so your floor team stays present.
Every placement is recruited, hired and managed by us and backed by our zero-risk promise: no placement fee, money-back first week, free replacement.
The work that comes off your desk
Venue admin does not happen during service. It happens at eleven in the morning between deliveries, and at eleven at night after the till is cashed up — the bookings inbox, the roster draft, the supplier orders, the weekend's reviews, the function enquiries going cold. It is the work managers take home, and the first thing dropped when the floor gets busy.
Works the booking inbox and phone messages through SevenRooms or Now Book It: confirms times, sets table and section preferences, records dietary and occasion notes on the guest profile, manages the waitlist, and reconciles bookings arriving through Google or a third-party channel.
Applies deposit or card hold rules to large bookings, sends the venue's payment link and chases it before the cut-off, applies or releases the cancellation fee to the venue's stated policy, and re-offers released tables to the standby list. Card numbers are never read out to, written down by or keyed in by the staff member — the guest enters them into the venue's own gateway.
Builds the draft roster in Deputy or Tanda against the trading forecast and the manager's shift template: fills open shifts from submitted availability, checks leave and unavailability, flags gaps and clashes, and publishes only once the venue manager has reviewed and approved it.
Matches clock-ins against rostered times, chases missing punches and unrecorded breaks with the supervisor, notes shift swaps and unpaid absences, and prepares the exception list so the manager can approve timesheets before the pay run is authorised.
Places standing and top-up orders through Ordermentum and direct supplier portals against par levels, works to each supplier's daily cut-off, follows up short deliveries and credits, and updates the order guide when products are discontinued or substituted.
Matches delivery dockets to supplier invoices, queries price rises and quantities not delivered, codes invoices to the right cost centre in Xero or the accounts inbox, and keeps the weekly cost-of-goods sheet current for the venue manager.
Turns enquiries into quotes off the standard packages, builds the run sheet and beverage order, collects the deposit and signed terms, circulates final numbers, dietaries and timings to kitchen and floor, and confirms with the client the week of the event.
Drafts replies to Google, TripAdvisor and social reviews in the venue's approved tone, escalates anything involving illness, injury, discrimination or a refund demand to the manager, and logs recurring complaints by theme so the cause becomes visible.
Loads specials, events and menu posts into the scheduler from the content calendar, builds simple graphics on the venue's Canva templates, answers DMs and comments about hours and bookings, and keeps Google Business Profile hours and holiday trading accurate.
Updates items, modifiers, prices and printer routing in the POS back office, retires items pulled from the menu, sets specials up as their own buttons so they report separately, and checks the online ordering menu matches what the kitchen is actually running.
Reconciles POS takings against EFTPOS settlement and the banking sheet, investigates variances, voids and discounts, records tips and cash-ups by shift, and files the daily report so the bookkeeper is not rebuilding the week at month end.
Issues and redeems vouchers in the POS or voucher platform, tracks expiry dates and the outstanding liability, maintains house accounts and their monthly statements, and chases overdue function balances from the invoice list. The venue sets voucher terms — the Australian Consumer Law fixes a minimum expiry of three years from the day of supply and bars most post-supply fees.
Keeps the staff register current — RSA and food handler certificates with expiry dates, food safety supervisor evidence, induction records — and collects the cleaning and temperature logs filled in on the floor. Flags certificates about to lapse before an inspection finds them.
Posts vacancies, screens applications against the manager's criteria, books trial shifts, collects the onboarding paperwork — TFN declaration or the ATO online commencement forms, superannuation standard choice form, and visa evidence passed to the venue for its own work rights check — and sets the new starter up in the rostering system before their first shift.
What stays with you
We are a staffing company, so this list argues against our own interest. It is also the part that matters: the work below is reserved, and no amount of supervision moves it. Get the line written down before anyone starts in a venue.
- Award interpretation and pay decisionsClassification levels, penalty rates, overtime, split shifts, allowances and final approval of the pay run stay with the employer. So does working out which award applies: Hospitality Industry (General) MA000009 for pubs and hotels, Restaurant Industry MA000119 for restaurants, cafés and bistros, Registered and Licensed Clubs MA000058 for clubs, and Fast Food MA000003 for quick service. Staff prepare drafts and exception lists; the venue interprets the award and authorises payment.Modern awards made and varied by the Fair Work Commission; compliance enforced by the Fair Work Ombudsman
- Responsible service of alcoholServing, refusing service, checking identification and supervising the licensed premises are on-site acts, performed by RSA-certified staff, and cannot be done remotely in any form. A remote team member can keep the certificate register, the incident log and the training records current behind them — but never perform, direct or supervise service.State and territory liquor regulator, for example Liquor & Gaming NSW or the Office of Liquor and Gaming Regulation in Queensland
- Food safety and allergen sign-offThe food safety supervisor must be reasonably available to advise and supervise food handlers — contactable, not necessarily on the premises for every hour of trade, which is why venues appoint more than one to cover shifts. What cannot be done at a distance is the allergen call: confirming what a dish actually contains, and approving the allergen statement that goes on a menu, is done in the kitchen against the product on hand, never off a supplier spec sheet offshore.Food Standards Code Standards 3.2.2A and 1.2.3, administered by the state or territory food authority
- Employment, work rights and dismissal decisionsHiring, warnings, changes to hours, stand-downs and termination are the employer's decisions. So is work rights: a remote team member can collect visa documents, but the VEVO check and the decision to put someone on stay with the venue, which carries the penalty if a person without work rights is allowed to work. Staff can schedule the meeting and file the record; they cannot make or deliver the decision.Fair Work Act 2009 (Fair Work Commission and Fair Work Ombudsman); Migration Act 1958 sections 245AB and 245AC (Department of Home Affairs)
- Incident and injury notificationNotifiable incidents, first aid records and hazard reports are handled by people on the premises. A remote team member can maintain the register but cannot witness, assess or notify an incident. The regime differs by state: Victoria never adopted the model laws and runs its own Occupational Health and Safety Act 2004, with immediate notification by phone and written notice within 48 hours. Every other state and territory applies the Work Health and Safety Act 2011 as enacted there, Western Australia since 31 March 2022.Work Health and Safety Act 2011 as enacted in each state and territory, or the Occupational Health and Safety Act 2004 in Victoria — SafeWork NSW, Workplace Health and Safety Queensland, WorkSafe Victoria, WorkSafe WA, SafeWork SA, WorkSafe Tasmania, WorkSafe ACT or NT WorkSafe
- Guest and staff personal informationA dietary or allergy note against a guest profile is health information, and health information is sensitive information under the Australian Privacy Principles: collected with the guest's consent, kept to what the booking needs, and not repurposed for marketing. Tax file numbers carry their own rule and cannot be kept beyond the period required. Access is scoped to the booking and rostering systems the role actually uses, and whether an incident is an eligible data breach — and the notification that follows — is decided by the venue in Australia.Privacy Act 1988, the Australian Privacy Principles and the Privacy (Tax File Number) Rule 2015 (OAIC)
Roles for Hospitality
Specialist roles for venues
Three dedicated roles that run off-site while the venue runs service.