Guest Experience Manager - Adventure Tourism

Placements24; Upington; Hybride; ZAR 420 000 - 540 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Travel discounts on tours

Professional development opportunities

Dynamic customer-centric team

Résumé du poste

Placements24 in Upington, Northern Cape, seeks a Guest Experience Manager to oversee the entire guest journey from inquiry to post-trip feedback. You will manage customer service teams, implement satisfaction initiatives, and uphold top service standards across tours and activities.

The ideal candidate has 4+ years in guest relations within tourism, strong communication, and CRM proficiency, with flexibility for occasional weekends and holidays.

Qualifications

• Minimum 4 years in customer service management or guest relations in tourism or hospitality.
• Excellent communication and interpersonal skills.
• Proficiency in CRM systems and customer feedback platforms.

Responsabilités

• Oversee all guest interactions and ensure high satisfaction levels.
• Manage and train guest relations and customer service teams.
• Develop and implement strategies to enhance the guest experience.
• Handle inquiries, resolve complaints, and manage feedback effectively.
• Coordinate with tour guides and staff to ensure smooth delivery of activities.
• Maintain guest service standards and protocols.
• Analyze guest feedback data to identify improvements.
• Create pre- and post-trip communication strategies.
• Ensure all guest-facing materials are accurate and engaging.

Connaissances

Customer service leadership

Interpersonal skills

Problem solving

CRM systems

Formation

Hospitality Management

Tourism/Marketing related qualification

Description du poste

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, preferably 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 .