Guest Experience Manager - Luxury Coastal Properties

Placements24; Mossel Bay; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote work environment

Career development opportunities

Renowned luxury brand

Job summary

Placements24 is seeking a Guest Experience Manager for a prestigious collection of luxury coastal properties. This fully remote role focuses on elevating the guest journey, designing service standards, and coordinating with on-site teams to anticipate needs.

The ideal candidate brings at least 5 years in luxury hospitality (3+ in guest relations or front office), strong analytical skills, and mastery of CRM and feedback platforms.

Qualifications

• Minimum 5 years in luxury hospitality with 3+ in guest relations or front office management.
• Ability to design and launch successful guest experience programs.
• Strong understanding of luxury service standards and guest expectations.
• Excellent remote communication and data-driven decision making.
• Bachelor's degree in Hospitality/Marketing or related field preferred.

Responsibilities

• Develop and implement a comprehensive guest experience strategy across all properties.
• Monitor and analyze guest feedback from surveys, reviews, and direct communication.
• Create and refine service standards and protocols to ensure consistent luxury experiences.
• Proactively identify opportunities to enhance guest satisfaction and personalize stays.
• Coordinate with on-site teams to ensure seamless service delivery.
• Handle and resolve escalated guest issues with professionalism and efficiency.
• Train and coach remote and on-site staff on guest service best practices.
• Develop and manage loyalty programs and initiatives to foster repeat business.
• Stay updated on luxury hospitality trends and competitor guest experience strategies.
• Report on key guest satisfaction metrics and identify areas for improvement.

Skills

Guest experience strategy

Customer service excellence

Analytical thinking

Remote collaboration

Communication skills

CRM software proficiency

Education

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

Tools

CRM platforms

Feedback platforms

Job description

About the Role

Our client, a prestigious collection of luxury coastal properties, is seeking an exceptional Guest Experience Manager to elevate the guest journey and ensure unparalleled satisfaction. This is a fully remote role, allowing you to leverage your expertise from anywhere while meticulously crafting outstanding experiences for guests visiting our exquisite locations. The ideal candidate is a highly intuitive, proactive, and detail-oriented professional with a profound understanding of luxury hospitality and a passion for exceeding guest expectations. You will be instrumental in designing and implementing service standards, managing guest feedback, and coordinating with on-site teams to anticipate and fulfill guest needs before they arise. This role requires a unique blend of strategic thinking, operational awareness, and a genuine desire to create memorable moments for every visitor. You will act as the voice of the guest, ensuring every touchpoint reflects the brand's commitment to excellence.

Key Responsibilities

• Develop and implement a comprehensive guest experience strategy across all properties.
• Monitor and analyze guest feedback from various channels (surveys, online reviews, direct communication).
• Create and refine service standards and protocols to ensure consistent luxury experiences.
• Proactively identify opportunities to enhance guest satisfaction and personalize stays.
• Coordinate with on-site teams (front desk, concierge, housekeeping) to ensure seamless service delivery.
• Handle and resolve escalated guest issues with professionalism and efficiency.
• Train and coach remote and on-site staff on guest service best practices.
• Develop and manage loyalty programs and initiatives to foster repeat business.
• Stay updated on luxury hospitality trends and competitor guest experience strategies.
• Report on key guest satisfaction metrics and identify areas for improvement.

Requirements

• Minimum of 5 years of experience in luxury hospitality, with at least 3 years in a Guest Relations, Guest Experience, or Front Office Management role.
• Proven ability to design and implement successful guest experience programs.
• Exceptional understanding of luxury service standards and guest expectations.
• Strong analytical and problem-solving skills, with the ability to interpret feedback and data.
• Excellent written and verbal communication skills, adapted for remote interaction.
• Proficiency in customer relationship management (CRM) software and feedback platforms.
• Ability to work independently, manage time effectively, and collaborate remotely.
• A proactive and empathetic approach to guest service.
• Bachelor's degree in Hospitality Management, Marketing, or a related field is preferred.
• Discretion and professionalism in handling sensitive guest information.

Benefits

• Competitive annual salary of ZAR.
• Fully remote work environment, offering flexibility and work-life balance.
• Opportunity to shape the guest experience for a renowned luxury brand.
• Professional development opportunities in the luxury hospitality sector.
• Contribute to creating unforgettable vacation experiences for discerning travelers in Mossel Bay, Western Cape and beyond.