Guest Experience Strategist (Remote)

Placements24; George; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Home office stipend

Flexible remote work setup

Travel discounts

Job summary

Placements24 is seeking a Guest Experience Strategist to join a fully remote team. Based remotely, you will craft and implement strategies that elevate every guest touchpoint, from booking through post-stay, using consumer psychology and service design to boost satisfaction and loyalty.

You will research guest preferences, collaborate with marketing, product, and support teams, develop feedback mechanisms, and create personalized communications and loyalty initiatives.

Qualifications

• Minimum 6 years in customer experience, guest relations, or similar in hospitality/tourism.
• Proven ability to design and execute guest experience strategies that boost satisfaction and loyalty.
• Strong analytical skills for analyzing feedback, surveys, and journey maps.
• Excellent creative thinking and problem-solving abilities.
• Excellent communication, presentation, and interpersonal skills; comfortable remote work.
• Bachelor's degree in Marketing, Hospitality Management, Psychology, or related field.
• Able to work independently and manage multiple projects remotely.

Responsibilities

• Design and implement innovative strategies to enhance the end-to-end guest journey, from initial booking to post-stay engagement.
• Conduct in-depth research on guest preferences, market trends, and competitor offerings to identify opportunities for improvement.
• Collaborate with cross-functional teams, including marketing, product development, and customer support, to ensure a cohesive guest experience.
• Develop and manage customer feedback mechanisms, analyzing data to drive service enhancements and address pain points.
• Create compelling guest communications, personalized offers, and loyalty programs.
• Train and empower frontline staff (where applicable or remotely) on service excellence standards and best practices.
• Identify and leverage technology solutions to optimize guest interactions and streamline service delivery.
• Monitor key performance indicators (KPIs) related to guest satisfaction, retention, and advocacy.
• Develop and maintain a comprehensive knowledge base of the customer journey for internal reference and training.
• Champion a customer-centric culture throughout the organization.

Skills

Guest experience strategy

Analytical skills

Communication & presentation

Interpersonal skills

Remote work discipline

Education

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

Tools

CRM platforms

Job description

About the Role

Our client, a leading innovator in bespoke travel solutions, is looking for a passionate and creative Guest Experience Strategist to join their fully remote team. Based remotely and supporting operations potentially linked to the George, Western Cape region, this role is instrumental in crafting exceptional and memorable experiences for every guest. You will be responsible for conceptualizing, designing, and implementing strategies that elevate customer satisfaction and loyalty across all touchpoints. This position requires a visionary individual with a deep understanding of consumer psychology, service design, and the nuances of the tourism industry. The opportunity to work from home offers unparalleled flexibility, allowing you to contribute your expertise while maintaining an optimal work-life balance. We are an equal opportunity employer, dedicated to fostering an inclusive environment where diverse perspectives are valued and celebrated. This is a unique chance to redefine guest journeys in the digital age.

Key Responsibilities

• Design and implement innovative strategies to enhance the end-to-end guest journey, from initial booking to post-stay engagement.
• Conduct in-depth research on guest preferences, market trends, and competitor offerings to identify opportunities for improvement.
• Collaborate with cross-functional teams, including marketing, product development, and customer support, to ensure a cohesive guest experience.
• Develop and manage customer feedback mechanisms, analyzing data to drive service enhancements and address pain points.
• Create compelling guest communications, personalized offers, and loyalty programs.
• Train and empower frontline staff (where applicable or remotely) on service excellence standards and best practices.
• Identify and leverage technology solutions to optimize guest interactions and streamline service delivery.
• Monitor key performance indicators (KPIs) related to guest satisfaction, retention, and advocacy.
• Develop and maintain a comprehensive knowledge base of the customer journey for internal reference and training.
• Champion a customer-centric culture throughout the organization.

Requirements

• A minimum of 6 years of experience in customer experience, guest relations, or a similar role within the hospitality or tourism sector.
• Proven ability to develop and execute successful guest experience strategies that demonstrably improve satisfaction and loyalty.
• Strong analytical skills with expertise in analyzing customer feedback, survey data, and journey mapping.
• Excellent creative thinking and problem-solving abilities.
• Exceptional communication, presentation, and interpersonal skills, comfortable working in a remote setting.
• Familiarity with CRM systems and customer experience management platforms.
• Bachelor's degree in Marketing, Hospitality Management, Psychology, or a related field.
• Ability to work independently, manage multiple projects simultaneously, and meet deadlines in a remote work environment.
• A passion for delivering outstanding service and creating memorable moments for travelers.
• Must be based in South Africa and eligible to work remotely.

Benefits

Our client offers a competitive annual salary, a comprehensive benefits package including medical aid and retirement contributions, and significant opportunities for career advancement. We provide a flexible remote work setup, including a home office stipend, and support for continuous professional development. Employees enjoy generous annual leave, access to travel discounts, and participation in company wellness initiatives. Regular virtual team-building activities foster a strong sense of community. This is a unique opportunity to significantly impact guest satisfaction in a growing and innovative company.