Guest Experience Manager

Placements24; Benoni; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Fully remote

Flexible hours

Growth opportunities

Job summary

Placements24 is seeking a Guest Experience Manager to join a fully remote team. You will shape the guest journey across touchpoints, develop strategies to elevate service quality, and foster brand loyalty in a growing hospitality brand.

The role requires strong analytical abilities, excellent remote communication, and experience with CRM and feedback platforms. You will design programs for remote and on-site staff and collaborate with marketing, operations, and product teams.

Qualifications

• 5+ years in customer experience management within hospitality.
• Proven track record of developing and implementing guest experience strategies.
• Strong analytical skills to translate data into insights.
• Excellent communication and interpersonal skills for remote work.
• Experience with CRM systems and feedback platforms.
• Proficient in virtual collaboration and project management tools.
• Bachelor’s degree in Hospitality Management, Marketing, Psychology, or related field preferred.
• Ability to work independently and drive projects to completion remotely.
• Passion for creating memorable guest experiences and service excellence.

Responsibilities

• Design and implement comprehensive guest experience strategies to ensure consistent service excellence.
• Develop and manage feedback mechanisms (surveys, online reviews) and analyze data to identify trends and areas for improvement.
• Create and deliver training programs for remote and on-site staff focused on enhancing guest interaction and service delivery.
• Collaborate with marketing, operations, and product development teams to integrate guest insights into service design and offerings.
• Proactively identify and resolve guest issues, turning potentially negative experiences into positive ones.
• Develop loyalty programs and initiatives to foster repeat business and brand advocacy.
• Benchmark guest experience performance against industry standards and best practices.
• Monitor online reputation and manage social media responses related to guest feedback.
• Champion a guest-centric culture throughout the organization.
• Report on key guest experience metrics and provide actionable recommendations to senior management.

Skills

Analytical skills

Communication

CRM systems

Feedback platforms

Remote collaboration tools

Project management

Education

Bachelor's degree in Hospitality Management, Marketing, Psychology, or related field

Tools

CRM systems

Feedback platforms

Project management tools

Job description

About the Role

Our client, a forward-thinking hospitality group focused on innovative service delivery, is looking for a passionate and strategic Guest Experience Manager to join their fully remote team. This role is central to shaping and elevating the guest journey across all touchpoints, ensuring consistent delivery of exceptional service and fostering brand loyalty. You will be responsible for developing and implementing strategies that enhance guest satisfaction, streamline service processes, and leverage feedback to drive continuous improvement. The ideal candidate possesses a deep understanding of customer service principles, excellent analytical skills, and the ability to design and implement impactful guest experience initiatives from a remote setting. This is a unique opportunity to influence the guest experience for a growing hospitality brand.

Key Responsibilities

• Design and implement comprehensive guest experience strategies to ensure consistent service excellence.
• Develop and manage feedback mechanisms (surveys, online reviews) and analyze data to identify trends and areas for improvement.
• Create and deliver training programs for remote and on-site staff focused on enhancing guest interaction and service delivery.
• Collaborate with marketing, operations, and product development teams to integrate guest insights into service design and offerings.
• Proactively identify and resolve guest issues, turning potentially negative experiences into positive ones.
• Develop loyalty programs and initiatives to foster repeat business and brand advocacy.
• Benchmark guest experience performance against industry standards and best practices.
• Monitor online reputation and manage social media responses related to guest feedback.
• Champion a guest-centric culture throughout the organization.
• Report on key guest experience metrics and provide actionable recommendations to senior management.

Requirements

• A minimum of 5 years of experience in customer experience management, guest relations, or a similar role within the hospitality industry.
• Proven track record of developing and implementing successful guest experience strategies.
• Strong analytical skills with the ability to interpret complex data and translate it into actionable insights.
• Excellent communication, presentation, and interpersonal skills, adapted for remote interaction.
• Experience with CRM systems and customer feedback platforms.
• Proficiency in virtual collaboration and project management tools.
• A bachelor's degree in Hospitality Management, Marketing, Psychology, or a related field is preferred.
• Ability to work independently, manage time effectively, and drive projects to completion in a remote environment.
• A passion for creating memorable guest experiences and a commitment to service excellence.

Benefits

• Competitive salary and performance-based incentives.
• Fully remote work arrangement with flexible hours.
• Opportunities for significant professional growth and development in a key strategic role.
• Access to cutting-edge tools and technologies for remote work.
• Contribute to shaping the future of guest experience in a growing company.