Guest Experience Director (Remote)

Placements24; George; Hybrid; ZAR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Competitive salary

Fully remote position in George, WA

Professional development resources

Remote work culture

Job summary

Placements24 is seeking a visionary Guest Experience Director to lead our remote guest relations strategy for a growing hospitality brand. You will design initiatives that elevate customer satisfaction and loyalty across diverse offerings, working with marketing, operations, and product teams from a remote-first setup.

You will build and mentor a distributed guest services team, implement data-driven journey improvements, and ensure consistent, world-class service across all touchpoints from

Qualifications

• 7+ years in customer experience or guest relations in hospitality.
• Proven track record of guest experience strategies.
• Knowledge of customer journey mapping and service design.
• Excellent communication, leadership, and stakeholder management.
• Data analysis to identify trends and recommendations.
• Experience with CRM systems and customer feedback platforms.
• Bachelor’s degree in Hospitality Management or Marketing.
• Reliable internet and remote-work setup.

Responsibilities

• Design and manage a guest experience strategy to maximize satisfaction.
• Monitor feedback across surveys, reviews and social channels.
• Train remote staff on delivering exceptional guest service.
• Collaborate with marketing on personalized communications and loyalty.
• Analyze guest journeys to identify improvements.
• Prepare reports on satisfaction metrics and program effectiveness.

Skills

Customer experience strategy

Leadership

Stakeholder management

Data analysis

Communication

Education

Bachelor’s degree in Hospitality Management

Tools

CRM systems

Customer feedback platforms

Job description

About the Role Our client is looking for an innovative and customer-centric Guest Experience Director to lead their remote guest relations strategy. This position is vital for enhancing the overall guest journey across their various hospitality offerings. As a fully remote role, you will be empowered to design and implement groundbreaking initiatives that elevate customer satisfaction and loyalty. You will collaborate closely with marketing, operations, and product development teams to ensure a consistent and superior guest experience. This is an exciting opportunity for a passionate individual to make a significant impact from **George, Western Cape, ZA**, shaping the future of guest engagement in a flexible, remote-first environment. We seek a proactive leader who understands the nuances of customer service in the modern hospitality landscape.

Key Responsibilities

• Design, implement, and manage a comprehensive guest experience strategy aimed at maximizing satisfaction and retention.
• Monitor guest feedback across various channels (surveys, reviews, social media) and translate insights into actionable improvements.
• Develop and train remote staff on best practices for delivering exceptional guest service.
• Collaborate with the marketing team to create personalized guest communications and loyalty programs.
• Analyze guest journey touchpoints and identify opportunities for service innovation and operational enhancements.
• Manage relationships with key partners and suppliers to ensure seamless guest experiences.
• Stay abreast of industry trends and best practices in customer experience management.
• Prepare detailed reports on guest satisfaction metrics, feedback trends, and program effectiveness.

Requirements

• Minimum of 7 years of experience in customer experience, guest relations, or a related field within the hospitality sector.
• Proven track record of developing and implementing successful guest experience strategies.
• Strong understanding of customer journey mapping and service design principles.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to analyze data, identify trends, and make data-driven recommendations.
• Experience with CRM systems and customer feedback platforms.
• Bachelor’s degree in Hospitality Management, Marketing, Communications, or a related field is desirable.
• Must have a reliable internet connection and a suitable remote work environment.
• Based in or near **George, Western Cape, ZA**.

Benefits

• Competitive salary and performance-based incentives.
• The flexibility of a fully remote position based in **George, Western Cape, ZA**.
• Access to professional development resources and training.
• Opportunity to influence the guest experience strategy of a growing company.
• Collaborative and supportive remote work culture.
• Contributions to a dynamic hospitality brand.