Head of Guest Experience & Relations (Remote)

Placements24; Mossel Bay; Hybrid; ZAR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Health insurance

Performance bonus

Retirement contributions

Professional development

Job summary

Placements24 is seeking an exceptional Head of Guest Experience & Relations for a fully remote role in South Africa. Drive the guest journey from booking to post-stay engagement, leveraging data and technology to elevate service standards while leading remote teams across the Western Cape region.

The ideal candidate has a proven track record in luxury hospitality, strong leadership, and the ability to travel for strategic meetings. Excellent communication and problem-solving skills are essential.

Qualifications

• Bachelor's degree in Hospitality Management or Marketing is required.
• 10+ years in guest relations or senior hospitality roles preferred.
• Experience leading remote teams and driving guest satisfaction improvements.

Responsibilities

• Develop and execute a strategy for guest experience across all properties.
• Analyze guest feedback and data to identify improvements.
• Lead remote teams delivering guest-facing services and training.
• Manage online reputation and loyalty initiatives.
• Collaborate with marketing to align guest experience with brand messaging.

Skills

Leadership

Remote team management

CRM systems

Data analysis

Guest experience

Education

Bachelor's degree in Hospitality Management or Marketing

Master's degree a plus

Tools

CRM platforms

Data analytics tools

Job description

About the Role

Our client, a prestigious hospitality group with a significant presence in the Western Cape, is seeking an exceptional Head of Guest Experience & Relations. This is a fully remote position, offering unparalleled flexibility while requiring a strategic and hands‑on approach to enhancing guest satisfaction across all our properties. You will be responsible for defining and implementing the ultimate guest journey, from initial booking to post‑stay engagement. The ideal candidate is a visionary leader with a proven track record in elevating customer service standards, adept at leveraging technology and data to understand and anticipate guest needs. This role demands exceptional communication, problem‑solving, and leadership skills, enabling you to inspire teams and drive a culture of service excellence from a distance. Your expertise will be critical in maintaining and enhancing our brand reputation in the highly competitive Mossel Bay and wider Western Cape tourism market. This remote leadership role is perfect for an experienced professional aiming to shape the future of guest hospitality.

Key Responsibilities

• Develop and execute a comprehensive strategy for guest experience and relations across all properties.
• Analyze guest feedback, satisfaction scores, and operational data to identify areas for improvement.
• Implement best practices and innovative solutions to elevate the overall guest journey.
• Lead and mentor remote teams involved in guest-facing operations and service delivery.
• Develop training programs and resources to ensure consistent service quality.
• Manage the online reputation of the brand, including reviews and social media engagement.
• Oversee the loyalty program and initiatives to foster guest retention and repeat business.
• Collaborate with marketing and sales teams to align guest experience with brand messaging.
• Handle and resolve complex guest escalations with professionalism and empathy.
• Stay abreast of industry trends and emerging technologies in guest experience management.

Requirements

• A minimum of 10 years of experience in guest relations, customer experience management, or a related senior hospitality role.
• Demonstrated success in developing and implementing strategies that significantly improve guest satisfaction and loyalty.
• Exceptional leadership, communication, and interpersonal skills, with a strong ability to manage and motivate remote teams.
• Proficiency in CRM systems, guest feedback platforms, and data analysis tools.
• A Bachelor's degree in Hospitality Management, Marketing, or a related field is required; a Master's degree is a plus.
• Experience in the luxury hospitality sector is highly desirable.
• Strong understanding of the tourism landscape in the Western Cape.
• Must be comfortable and effective in a fully remote work setting, requiring excellent self‑discipline and communication.
• Ability to travel occasionally if required for strategic meetings or property visits.

Benefits

This role offers a highly competitive salary and a comprehensive benefits package, including performance bonuses, health insurance, and retirement contributions. As a fully remote employee, you benefit from the flexibility to work from your preferred location while still being a crucial part of our organization. Our client provides generous opportunities for professional development, including access to online courses, workshops, and industry conferences. You will also be part of a collaborative and innovative culture that values employee contributions and promotes work‑life balance. This is an excellent opportunity to lead and make a lasting impact on guest experiences within the esteemed hospitality sector of Mossel Bay.