Guest Experience Manager (Remote)

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

Benefits offered by this job

Fully remote position

Flexible schedule

Professional development opportunities

Reputation for service excellence

Job summary

Placements24 is seeking a Guest Experience Manager to elevate guest journeys for a luxury hotel group. This fully remote role involves monitoring feedback, driving loyalty, and coordinating with on-site management to uphold service excellence across properties in the Vereeniging region and beyond.

You will analyze reviews and surveys, implement improvement strategies, and coach staff on guest engagement. A hospitality background and strong communication skills are essential for success in this

Qualifications

• Proven experience in guest relations or customer service management within hospitality.
• Strong communication and problem-solving skills with empathy.
• Ability to manage multiple channels of guest feedback effectively.
• Familiarity with CRM tools and feedback platforms.

Responsibilities

• Monitor guest feedback across online reviews, surveys, and direct messages.
• Develop strategies to improve guest satisfaction and loyalty.
• Resolve guest issues promptly in coordination with on-site teams.
• Identify trends and suggest operational improvements.
• Train on-site teams on service standards and guest engagement.
• Create and maintain guest experience standards and protocols.
• Collaborate with departments to ensure seamless guest journeys.

Skills

Guest relations

Customer service

Communication

Remote work

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Job description

About the Role

Our client, a renowned hotel group committed to delivering exceptional guest satisfaction, is seeking a dedicated and proactive Guest Experience Manager to join their team on a fully remote basis. This pivotal role focuses on enhancing the overall guest journey, ensuring every guest interaction is positive, memorable, and aligned with luxury service standards. You will be responsible for monitoring guest feedback across various platforms, identifying areas for improvement, and implementing strategies to elevate the guest experience. Working remotely, you will collaborate closely with on-site hotel management teams to uphold service quality and address any guest concerns with speed and efficiency. This is an excellent opportunity for a passionate hospitality professional to make a significant impact on guest loyalty and satisfaction from a remote setting, serving properties in the Vereeniging region and beyond.

Key Responsibilities

• Monitor and analyze guest feedback from online reviews, surveys, and direct communications.
• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Address and resolve guest complaints and issues promptly and effectively, often in coordination with on-site staff.
• Identify trends in guest feedback and recommend operational improvements.
• Train and coach on-site teams on service standards and best practices for guest engagement.
• Create and maintain guest experience standards and protocols.
• Develop and manage guest recognition programs.
• Collaborate with other departments to ensure a seamless and positive guest journey.
• Stay informed about industry best practices in guest experience management.
• Report on key guest experience metrics and insights to management.

Requirements

• Proven experience in guest relations, customer service management, or a similar role within the hospitality industry.
• Demonstrated ability to handle difficult situations with professionalism and empathy.
• Strong understanding of guest satisfaction drivers and service excellence principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using feedback platforms, CRM systems, and communication tools.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Familiarity with the Vereeniging hotel market is an advantage.
• A passion for creating exceptional guest experiences.
• Bachelor's degree in Hospitality Management or a related field is preferred.
• Must have a reliable internet connection and a suitable remote workspace.

Benefits

• Competitive salary and potential for performance-based bonuses.
• Fully remote position offering excellent flexibility and work-life balance.
• Opportunity to shape and improve guest experiences across multiple properties.
• Be part of a reputable hotel group committed to service excellence.
• Professional development and training opportunities.
• Collaborative remote team environment.