Guest Experience Leader - Adventure Tourism

Placements24; Riverton (UT); Hybrid; USD 30,000 - 51,000; Full time

Benefits offered by this job

Competitive salary

Travel discounts

Professional development

Job summary

Placements24 in Upington, Northern Cape, is seeking a Guest Experience Manager to oversee the end-to-end guest journey across adventure tours, leading customer service teams and shaping satisfaction initiatives.

You will collaborate with tour guides and operations, handle inquiries, resolve complaints, and ensure high service standards with data-driven feedback. 4+ years in hospitality or tourism, CRM proficiency, and strong interpersonal skills are essential.

Qualifications

• Minimum of 4 years of experience in customer service management or guest relations.
• Proven experience in managing customer service teams.
• Excellent communication and problem-solving skills.

Responsibilities

• Oversee all guest interactions and ensure high customer satisfaction across all tours and activities.
• Manage and train the guest relations and customer service teams.
• Develop and implement strategies to enhance the overall guest experience.
• Handle guest inquiries, resolve complaints, and manage feedback effectively.
• Liaise with tour guides and operational staff to ensure smooth delivery of all adventure activities.
• Develop and maintain guest service standards and protocols.
• Gather guest feedback and analyze data to identify areas for improvement.
• Create and manage pre- and post-trip communication strategies; ensure all materials are accurate and engaging.

Skills

Customer service management

Guest relations

Interpersonal skills

CRM systems

Education

Bachelor's degree in Hospitality Management, Tourism, or Marketing

Tools

CRM software

Job description

Placements24 in Upington, Northern Cape, is seeking a Guest Experience Manager to oversee the end-to-end guest journey across adventure tours, leading customer service teams and shaping satisfaction initiatives.

You will collaborate with tour guides and operations, handle inquiries, resolve complaints, and ensure high service standards with data-driven feedback. 4+ years in hospitality or tourism, CRM proficiency, and strong interpersonal skills are essential.