Guest Experience Manager

Placements24; Mbombela (Nelspruit); Hybride; ZAR 420 000 - 640 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Performance-based bonuses

Remote work stipend

Professional development and online培训

Flexible working hours

Résumé du poste

Placements24 is seeking a Guest Experience Manager for a remote-first role serving properties in and around Nelspruit, Mpumalanga. You will oversee digital guest interactions, drive loyalty, and guide remote support teams to deliver outstanding service.

You should have 3–5 years in guest relations or related roles, a degree in a relevant field, and strong communication and CRM skills to analyze feedback and implement improvements.

Qualifications

• Bachelor's degree in Hospitality Management, Marketing, Communications, or a related field.
• Strong written and verbal communication with empathy and professionalism.
• Ability to analyze customer feedback data and derive insights.
• Experience using CRM software and digital communication tools.

Responsabilités

• Develop and execute strategies to enhance the guest experience across digital channels.
• Monitor guest feedback channels and respond promptly.
• Proactively identify and address potential guest issues before they escalate.
• Implement service recovery protocols to resolve complaints and maintain satisfaction.
• Collaborate with property management and operations to share guest insights.
• Develop and maintain guest loyalty programs and initiatives.
• Train remote support staff on guest interaction best practices.
• Analyze feedback data to identify trends and opportunities for improvement.
• Ensure consistency of service across all remote guest interactions.
• Stay updated on trends in customer experience management.

Connaissances

Empathy

Excellent communication

Analytical skills

CRM software

Formation

Bachelor's degree in Hospitality Management/Marketing/Communications

Outils

CRM software

Description du poste

About the Role

Our client, a forward-thinking hospitality group, is expanding its remote operations team and seeking a dedicated Guest Experience Manager. This role is fundamental to ensuring exceptional guest satisfaction across all touchpoints of the customer journey, managed entirely through digital channels and remote support. You will be responsible for developing and implementing strategies that enhance guest loyalty, resolve issues proactively, and gather feedback to drive service improvements. The ideal candidate is empathetic, a strong communicator, and possesses a keen understanding of customer service best practices, particularly within a virtual environment. This is a remote-first position, offering the flexibility to work from anywhere while making a significant impact on guest relations for properties in and around Nelspruit, Mpumalanga. You will be a vital link between guests and our client's service delivery teams.

Key Responsibilities

• Develop and execute strategies to enhance the overall guest experience, focusing on digital touchpoints and remote engagement.
• Monitor guest feedback channels (online reviews, surveys, social media) and respond promptly and professionally.
• Proactively identify and address potential guest issues before they escal.
• Implement service recovery protocols to effectively resolve guest complaints and ensure satisfaction.
• Collaborate with property management and operations teams to share guest insights and implement service improvements.
• Develop and maintain guest loyalty programs and initiatives.
• Train and guide remote support staff on best practices for guest interaction and issue resolution.
• Analyze guest feedback data to identify trends, areas for improvement, and opportunities for service innovation.
• Ensure consistent delivery of exceptional service standards across all remote guest interactions.
• Stay updated on industry trends and best practices in customer experience management.

Requirements

• Bachelor's degree in Hospitality Management, Marketing, Communications, or a related field.
• Minimum of 3-5 years of experience in guest relations, customer service management, or a related role, preferably within the hospitality sector.
• Demonstrated experience in managing customer feedback and resolving complaints effectively.
• Excellent written and verbal communication skills, with a high degree of empathy and professionalism.
• Strong analytical skills and ability to interpret customer feedback data.
• Proficiency in using customer relationship management (CRM) software and other digital communication tools.
• Ability to work independently in a remote setting and manage time effectively.
• A genuine passion for delivering outstanding customer experiences.
• Experience working in a fully remote or remote-first environment is essential.
• Familiarity with the Mpumalanga region's tourism sector is a plus.

Benefits

• This role offers a competitive salary, performance-based bonuses, remote work stipend, opportunities for professional development and online training, and flexible working hours.
• You will be part of a supportive and innovative team dedicated to elevating the guest experience in the hospitality industry.