Guest Relations Manager (Remote)

Placements24; Pretoria; Hybrid; ZAR 520,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Remote work

Flexible hours

Health benefits

Paid time off

Development opportunities

Tech training

Inclusive culture

Job summary

Placements24 is seeking an experienced Guest Relations Manager to lead guest advocacy in a fully remote team. You will handle feedback, resolve complex issues, and shape a guest-centric approach to drive loyalty and satisfaction across digital channels.

The ideal candidate has 7+ years in guest relations or hospitality, strong communication skills, proficiency with CRM and reputation tools, and a degree in Hospitality or Communications.

Qualifications

• 7+ years in guest relations or hospitality customer service.
• Experience managing remote service delivery and virtual guest interactions.
• Proficient with CRM software and reputation management tools.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee and manage all guest feedback channels, including online reviews, surveys, and direct communications.
• Investigate and resolve guest complaints and issues promptly and effectively.
• Develop and implement strategies to enhance the overall guest experience and foster long-term loyalty.
• Collaborate with various departments to communicate guest needs and ensure consistent service delivery.
• Monitor online reputation and engage with guests on social media and review platforms.
• Analyze guest data to identify patterns and opportunities for service improvements.

Skills

Guest relations

Customer service management

CRM software

Online reputation management

Communication skills

Negotiation

Conflict resolution

Education

Bachelor's degree in Hospitality Management

Communications degree

Tools

CRM tools

Reputation management tools

Job description

About the Role

Our client is seeking an experienced and empathetic Guest Relations Manager to join their fully remote team. In this critical role, you will be the primary advocate for our guests, ensuring their needs are met and their experiences are exceptional, regardless of their physical location. You will manage customer feedback, resolve complex issues, and develop strategies to enhance guest loyalty and satisfaction. This position requires outstanding communication skills, a deep understanding of customer service principles in the digital age, and the ability to foster strong relationships through virtual channels. You will play a key role in shaping our guest-centric approach and driving positive word-of-mouth, working proactively to anticipate and address potential concerns before they arise, thereby ensuring a consistently superior customer journey.

Key Responsibilities

• Oversee and manage all guest feedback channels, including online reviews, surveys, and direct communications.
• Investigate and resolve guest complaints and issues promptly and effectively, ensuring a satisfactory resolution.
• Develop and implement strategies to enhance the overall guest experience and foster long-term loyalty.
• Collaborate with various departments to communicate guest needs and ensure consistent service delivery.
• Monitor online reputation and actively engage with guests on social media and review platforms.
• Analyze guest data to identify patterns, trends, and areas for improvement in service delivery.

Requirements

• Minimum of 7 years of experience in guest relations, customer service management, or a related field within the hospitality industry.
• Proven ability to manage complex customer issues and deliver exceptional service outcomes in a remote setting.
• Excellent written and verbal communication skills, with strong negotiation and conflict resolution abilities.
• Proficiency in customer relationship management (CRM) software and online reputation management tools.
• A proactive approach to problem-solving and a deep commitment to guest satisfaction.
• Bachelor's degree in Hospitality Management, Communications, or a related discipline.

Benefits

• Competitive annual salary with performance-based incentives.
• Fully remote work environment with flexible hours.
• Comprehensive health and wellness benefits package.
• Generous paid time off and opportunities for professional development.
• Access to cutting-edge customer service technologies and training.
• A supportive and inclusive company culture that prioritizes employee well-being and growth.