Remote Guest Relations Manager

Placements24; Kimberley; Hybrid; CAD 52,000 - 75,000; Full time

Benefits offered by this job

Bonus potential

Health and wellness benefits

Generous PTO and holidays

Travel and accommodation perks

100% remote position

Job summary

Placements24 is seeking a dedicated Remote Guest Relations Manager for its luxury online travel platform. You will be the primary contact for guest inquiries, feedback, and issue resolution, delivering exceptional service from a fully remote setting.

You will handle inquiries via email, chat, and phone, resolve issues, gather guest insights, support bookings changes, and contribute to service protocols. A minimum of 3 years in guest relations and excellent English are required.

Qualifications

• Minimum of 3 years of experience in guest relations, customer service, or a similar hospitality-focused role.
• Excellent written and verbal communication skills in English.

Responsibilities

• Manage and respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints, escalating complex cases when necessary, ensuring satisfactory resolutions.
• Proactively gather guest feedback and share insights with relevant teams for service improvement.
• Assist guests with booking modifications, cancellations, and special requests.
• Develop and maintain a strong knowledge of the company's offerings and policies.
• Contribute to the development of guest service protocols and knowledge base articles.
• Monitor online reviews and social media mentions, responding appropriately.
• Build positive relationships with guests to foster loyalty and encourage repeat bookings.
• Collaborate with the operations and support teams to address systemic issues.

Skills

Guest relations

Customer service

Communication skills

Problem-solving

Time management

Organizational skills

Tech-savvy

Remote work

Tools

CRM software

Customer support platforms

Job description

About the Role

Our client, a leading online travel agency specializing in unique luxury accommodations, is seeking a dedicated and service-oriented Remote Guest Relations Manager. This role is fully remote and focuses on ensuring an exceptional experience for guests throughout their booking journey and stay. You will act as the primary point of contact for guest inquiries, feedback, and issue resolution, leveraging your excellent communication and problem-solving skills. The ideal candidate has a passion for hospitality, a strong understanding of customer service best practices, and the ability to manage a high volume of interactions efficiently and empathetically from a remote setting. This is a key role in maintaining our client's reputation for outstanding guest care.

Key Responsibilities

• Manage and respond to guest inquiries via email, chat, and phone in a timely and professional manner.
• Resolve guest issues and complaints, escalating complex cases when necessary, ensuring satisfactory resolutions.
• Proactively gather guest feedback and share insights with relevant teams for service improvement.
• Assist guests with booking modifications, cancellations, and special requests.
• Develop and maintain a strong knowledge of the company's offerings and policies.
• Contribute to the development of guest service protocols and knowledge base articles.
• Monitor online reviews and social media mentions, responding appropriately.
• Build positive relationships with guests to foster loyalty and encourage repeat bookings.
• Collaborate with the operations and support teams to address systemic issues.

Requirements

• Minimum of 3 years of experience in guest relations, customer service, or a similar hospitality-focused role.
• Excellent written and verbal communication skills in English.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency in CRM software and customer support platforms.
• Ability to empathize with guests and provide solutions tailored to their needs.
• Highly organized with excellent time management skills, capable of working independently.
• Tech-savvy and comfortable navigating various online tools and platforms.
• A passion for travel and the luxury hospitality sector.
• Previous experience in a remote or virtual role is advantageous.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Comprehensive health and wellness benefits package.
• Generous paid time off and holidays.
• Opportunities for career growth within a dynamic online travel company.
• Discounted travel and accommodation perks.
• The flexibility and autonomy of a 100% remote position.