Remote Guest Experience Lead

Placements24; Queenstown; Hybrid; NZD 107,000 - 160,000; Full time

Benefits offered by this job

Flexible remote work

Career development

Job summary

Placements24 client, a boutique hospitality group, seeks a Remote Guest Relations Manager to ensure outstanding service for every guest. Working fully remotely, you will connect with guests via phone, email, and chat from your location in South Africa, addressing inquiries, resolving issues, and enhancing stays with proactive service.

You will manage guest relationships, document preferences in the CRM, collaborate with marketing, monitor reviews, and uphold brand standards while flexible hours

Qualifications

• 4+ years in guest relations or hospitality service.
• Experience handling guest complaints and service recovery.
• Excellent communication, listening and empathy.
• Proficient with CRM systems and digital channels.
• Ability to work independently in a remote setting.
• Strong understanding of hotel operations and guest service standards.
• Flexible hours including evenings and weekends.
• Discretion and professionalism with sensitive information.

Responsibilities

• Be the primary contact for guests via phone, email, and chat.
• Proactively manage guest relationships to ensure satisfaction.
• Handle complaints with empathy and service recovery.
• Coordinate with on-site teams to resolve issues.
• Analyze guest feedback to identify trends and improvements.
• Personalize experiences with tailored recommendations.
• Maintain guest records in the CRM for future interactions.
• Collaborate with marketing to develop guest engagement initiatives.
• Monitor online reviews and manage hotel reputation.
• Uphold high standards of customer service and brand representation.

Skills

Communication skills

Active listening

Problem solving

Empathy

CRM systems

Digital channels

Remote work

Time management

Tools

CRM software

Job description

Placements24 client, a boutique hospitality group, seeks a Remote Guest Relations Manager to ensure outstanding service for every guest. Working fully remotely, you will connect with guests via phone, email, and chat from your location in South Africa, addressing inquiries, resolving issues, and enhancing stays with proactive service.

You will manage guest relationships, document preferences in the CRM, collaborate with marketing, monitor reviews, and uphold brand standards while flexible hours