How it Works

FrontDesk Ops replaces the front desk and customer inbox function for small service-based businesses. We don’t add tools, software, or complexity. We take responsibility for the work — within clear rules.

1. We Take Over the Inbox

FrontDesk Ops takes responsibility for your shared customer inbox and approved enquiry forms. We handle general enquiries, booking questions, and front-of-house admin communication on your behalf, using email as the primary channel. We do not manage phone calls or social media messages, which keeps communication focused, trackable, and consistent.

2. Everything Runs on Rules

Our service is deliberately rule-driven. Before onboarding, you provide clear booking, cancellation, refund, and exception policies. We respond to customers strictly within those rules. If something is not permitted by policy, we don’t do it. This removes day-to-day judgement calls and keeps communication predictable.

3. Templated Responses, Not Ad-Hoc Replies

Most customer enquiries follow patterns. We use approved templates and tone guidelines to respond quickly and consistently, rather than improvising each reply. This reduces errors, speeds up response times, and ensures customers receive the same answer regardless of who is handling the inbox.

4. A Pooled Operations Team

FrontDesk Ops is delivered as a managed service, not an individual hire. Your inbox is supported by a team operating within shared systems and documentation. This means no reliance on a single person, no knowledge gaps, and no need for you to manage staff, leave, or coverage.

5. Clear Escalation — Rarely Needed

Most enquiries are handled end-to-end without escalation. Issues are escalated only when there is legal, financial, or reputational risk. Routine dissatisfaction or requests for exceptions are handled within policy, keeping interruptions to a minimum.

6. Founder-Free by Design

Once FrontDesk Ops is live, founders are removed from the inbox. You’re not copied into emails or asked to approve routine decisions. If ongoing founder involvement is required, we treat that as a system issue and fix the process — not the moment.

7. Simple Onboarding

If it looks like a fit, onboarding is straightforward. We confirm scope and rules, you complete a short intake form, and inbox access is provided. FrontDesk Ops then takes over. Billing is monthly and upfront, with no long-term contracts.

Who This Works For

FrontDesk Ops is a good fit if:
Your inbox interrupts your day
Most enquiries follow patterns
You want consistency, not improvisation
You’d rather outsource than hire
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It’s not a fit if you want:
Phone-based support
Constant exceptions
Founder involvement in daily decisions

Inbox support for busy teams

How it Works

Who This Works For

Next Steps