Guest Experience Manager - 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

About the Role

Our client, a leading adventure tourism operator based in the scenic region of Upington, Northern Cape , is seeking a passionate and customer-focused Guest Experience Manager. This pivotal role involves ensuring every guest has an unforgettable adventure, from the initial booking inquiry through to post-trip feedback. You will be responsible for overseeing all aspects of the guest journey, managing customer service teams, developing and implementing guest satisfaction initiatives, and ensuring the highest standards of service delivery across all tours and activities. The ideal candidate possesses exceptional interpersonal skills, a deep understanding of the tourism and adventure sectors, and a commitment to creating memorable and seamless experiences for guests. This role requires a proactive approach to problem-solving and a dedication to exceeding expectations in the unique landscape of the Northern Cape .

Key Responsibilities

• Oversee all guest interactions and ensure a consistently high level of customer satisfaction.
• 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 guest-facing materials and communications are accurate and engaging.

Requirements

• Minimum of 4 years of experience in customer service management or guest relations, preferable in tourism or hospitality.
• Proven experience in managing customer service teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of the adventure tourism industry is a plus.
• Ability to work effectively under pressure and manage multiple priorities.
• Proficiency in CRM systems and customer feedback platforms.
• A passion for delivering exceptional guest experiences.
• Flexibility to work occasional weekends and public holidays as required.
• Tertiary qualification in Hospitality Management, Tourism, or Marketing is advantageous.

Benefits

• Competitive salary and performance-based incentives.
• Opportunity to work in a vibrant adventure tourism sector.
• Professional development and training opportunities.
• Be part of a dynamic and customer-centric team.
• Potential for travel discounts on tours.
• Working in the beautiful Northern Cape .