Remote Guest Experience Architect

Placements24; Durban; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Remote work

Home office stipend

Career progression opportunities

Job summary

Placements24 is seeking a remote Guest Experience Specialist to support operations across various properties. You will be the primary contact for guests, handling inquiries, resolving issues, and ensuring a seamless experience from booking to departure, all from a home workspace in South Africa.

Strong English communication and CRM proficiency are essential. The role emphasizes proactive problem solving, independent work, and collaboration with remote teams and property management.

Qualifications

• Proven experience in customer service in hospitality or tourism.
• Excellent written and verbal English communications.
• Strong problem-solving and customer-centric mindset.
• Proficient with CRM software, online chat tools, and virtual platforms.
• Ability to work independently in a remote setting and meet targets.
• High school diploma or equivalent; hospitality or communications education is a plus.
• Stable internet connection and a dedicated quiet workspace.
• Demonstrated ability to multitask and prioritize effectively.
• Genuine passion for service and positive guest interactions.

Responsibilities

• Respond to guest inquiries via email, chat, and phone promptly.
• Provide information on hotel services, amenities, and local attractions.
• Resolve guest issues to ensure satisfaction and retention.
• Document guest feedback to identify service improvements.
• Collaborate with hotel teams to fulfill guest requests efficiently.
• Maintain knowledge of properties and services.
• Assist with pre-arrival communication and post-stay follow-ups.
• Manage online reviews and social media interactions related to guest services.

Skills

Customer service

English communication

Problem solving

Remote work

Time management

Education

High school diploma

Hospitality or communications education (plus)

Tools

CRM software

Online chat tools

Video conferencing

Job description

Placements24 is seeking a remote Guest Experience Specialist to support operations across various properties. You will be the primary contact for guests, handling inquiries, resolving issues, and ensuring a seamless experience from booking to departure, all from a home workspace in South Africa.

Strong English communication and CRM proficiency are essential. The role emphasizes proactive problem solving, independent work, and collaboration with remote teams and property management.