Remote Guest Relations Manager

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

About the Role

Our client, a boutique hospitality group focused on delivering personalized guest experiences, is seeking a dedicated Remote Guest Relations Manager. This position is crucial for ensuring that every guest receives unparalleled service and attention, fostering loyalty and positive word-of-mouth. Operating within a fully remote framework, you will leverage digital communication tools to connect with guests, address inquiries, resolve issues, and proactively enhance their stays. This role demands exceptional interpersonal skills, a deep understanding of hospitality standards, and the ability to manage sensitive situations with discretion and professionalism. You will be the advocate for the guest, ensuring their needs are met and their experience exceeds expectations, all while working remotely from your preferred location in South Africa .

Key Responsibilities

• Serve as the primary point of contact for guests, addressing inquiries, requests, and concerns via phone, email, and chat.
• Proactively manage guest relationships, ensuring satisfaction and fostering a sense of loyalty.
• Handle guest complaints and service recovery efforts with empathy, efficiency, and professionalism.
• Coordinate with on-site operational teams to ensure timely and effective resolution of guest issues.
• Gather and analyze guest feedback, identifying trends and recommending improvements to service standards.
• Personalize guest experiences by anticipating needs and offering tailored recommendations or services.
• Maintain guest records and preferences in the CRM system to facilitate future personalized interactions.
• Collaborate with marketing and sales teams to develop guest engagement initiatives.
• Monitor online reviews and social media channels, responding appropriately and managing the hotel's online reputation.
• Uphold the highest standards of customer service and brand representation in all interactions.

Requirements

• A minimum of 4 years of experience in guest relations, front desk management, or a customer service role within the hospitality industry.
• Proven experience in handling guest complaints and executing service recovery strategies.
• Excellent communication, listening, and problem-solving skills, with a high degree of empathy.
• Proficiency in using CRM systems and various digital communication platforms.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote setting.
• Strong understanding of hotel operations and guest service standards.
• A positive attitude and a passion for delivering exceptional guest experiences.
• Ability to work flexible hours, including evenings and weekends, as required by guest needs.
• Discretion and professionalism in handling sensitive information.

Benefits

• Competitive salary and performance-based incentives.
• Flexible remote work environment, allowing you to work from anywhere in South Africa .
• Opportunity to significantly impact guest satisfaction and loyalty.
• Continuous training and development in customer service excellence.
• Be part of a progressive hospitality group that values its remote workforce.