Guest Experience And Quality Assurance Manager

Placements24; Upington; Hybrid; ZAR 450,000 - 650,000; Full time

Benefits offered by this job

Health insurance

Home office stipend

Paid time off

Professional development

Remote work

Job summary

Placements24 seeks a meticulous Guest Experience and Quality Assurance Manager to elevate guest interactions across touchpoints. This remote-first role emphasizes developing QA programs, analyzing feedback, and ensuring brand standards are consistently met.

You will lead virtual audits, train dispersed teams, and drive continuous service improvements while balancing multiple projects in a flexible work environment.

Qualifications

• 5+ years in guest experience management or quality assurance within hospitality/tourism.
• Experience developing and implementing guest satisfaction programs.
• Strong data interpretation and actionable insight skills.
• Excellent written and verbal communication, especially remotely.
• Proficient with customer feedback platforms and review management tools.

Responsibilities

• Develop and manage quality assurance standards and guest satisfaction metrics.
• Analyze guest feedback from surveys, reviews, and direct comms to identify trends.
• Create action plans to address service issues and improve guest experience.
• Monitor online reputation and respond professionally to reviews.
• Conduct remote audits of operations to ensure brand standards are met.
• Train staff on service excellence and quality standards.
• Produce reports on guest satisfaction, quality performance and improvement initiatives.
• Stay updated on best practices in guest experience and QA.
• Facilitate remote team meetings and workshops on service improvement.
• Advocate for guest perspective in operational decisions.

Skills

Guest experience

Quality assurance

Data analysis

Project management

Remote collaboration

Communication

Stakeholder management

Education

Bachelor's degree in Hospitality Management

Business Administration

Marketing

Tools

Review management tools

Survey platforms

Office software

Job description

About the Role

Our client, a pioneer in the hospitality and tourism sector, is seeking a meticulous and guest-centric Guest Experience and Quality Assurance Manager to join their fully remote team. This critical role is dedicated to elevating and maintaining exceptional guest experiences across all touchpoints of our client's operations. You will be responsible for developing and implementing comprehensive quality assurance programs, analyzing guest feedback, identifying areas for improvement, and ensuring brand standards are consistently met. As a remote-first organization, this position requires a highly organized, proactive individual who can effectively manage projects and collaborate with dispersed teams using digital tools. If you are passionate about service excellence, possess strong analytical skills, and thrive in a flexible work environment, this is an outstanding opportunity to make a significant impact on our client's reputation. We are committed to fostering a culture of continuous improvement and employee development.

Key Responsibilities

• Develop, implement, and manage quality assurance standards and guest satisfaction measurement tools.
• Analyze guest feedback from various sources (surveys, online reviews, direct communication) to identify trends and areas for improvement.
• Develop and implement action plans to address guest service issues and enhance overall guest experience.
• Monitor online reputation and respond to reviews in a timely and professional manner.
• Conduct virtual audits and assessments of operational processes to ensure compliance with brand standards.
• Collaborate with operational teams to train staff on service excellence and quality standards.
• Create and maintain reports on guest satisfaction metrics, quality performance, and key improvement initiatives.
• Stay abreast of industry best practices in guest experience management and quality assurance.
• Facilitate remote team meetings and workshops focused on service improvement.
• Advocate for the guest perspective in all operational and strategic decisions.

Requirements

• Minimum of 5 years of experience in guest experience management, quality assurance, or a related role within the hospitality or tourism industry.
• Proven experience in developing and implementing successful guest satisfaction programs.
• Strong analytical skills with the ability to interpret data and translate insights into actionable strategies.
• Excellent written and verbal communication skills, with the ability to communicate effectively remotely.
• Proficiency in using customer feedback platforms, review management tools, and standard office software.
• Experience working in a remote or distributed team environment is highly desirable.
• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
• A passion for delivering exceptional service and creating memorable guest experiences.
• Strong organizational skills and the ability to manage multiple projects simultaneously.
• Proactive, self-motivated, and able to work independently with minimal supervision.

Benefits

• Our client offers a competitive salary and a comprehensive benefits package tailored for a remote workforce.
• This includes health, dental, and vision insurance, along with a generous paid time off policy.
• A home office stipend is provided to ensure a productive remote work setup.
• Opportunities for professional development, online training, and career advancement within a leading hospitality organization are extensive.
• Enjoy the flexibility and work-life balance of a fully remote role.
• Join a company that values innovation, dedication, and a commitment to unparalleled guest experiences, regardless of location.