Remote Guest Experience Coordinator

Placements24; Durban; Hybrid; ZAR 201,000 - 357,000; Full time

Benefits offered by this job

Competitive salary and remote workFlex

Job summary

Placements24 seeks a Remote Guest Experience Coordinator to deliver exceptional virtual hospitality support across email, chat and phone. Working from anywhere in South Africa, you will handle bookings, inquiries and issue resolution, ensuring a seamless guest journey from inquiry to post-stay.

The role emphasizes proactive communication, CRM use and a passion for service in a remote-first environment. Collaborate with internal teams to improve processes and guest satisfaction through

Qualifications

• Proven experience in a customer service, hospitality, or guest relations role.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using various communication tools and CRM software.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• High-speed internet connection and a suitable home office environment.
• A flexible and adaptable approach to handling diverse guest needs.
• A passion for the hospitality industry and delivering outstanding service.
• Previous experience in a remote role is highly desirable.
• Must be based in or eligible to work in South Africa for this remote position.

Responsibilities

• Provide prompt, efficient, and friendly customer service via email, chat, and phone for a global guest base.
• Respond to guest inquiries regarding bookings, services, amenities, and local information.
• Assist guests with modifications, cancellations, and special requests.
• Troubleshoot and resolve guest issues or complaints in a timely and effective manner.
• Gather and relay guest feedback to relevant departments for service improvement.
• Proactively engage with guests to enhance their overall experience and encourage repeat bookings.
• Maintain accurate guest records and interaction logs in the CRM system.
• Collaborate with internal teams to ensure seamless service delivery.
• Develop and update FAQs and knowledge base articles for self-service support.
• Contribute to the continuous improvement of guest service processes and protocols.

Job description

About the Role

Our client is pioneering a new approach to hospitality service and is seeking a dedicated and enthusiastic Remote Guest Experience Coordinator to join their innovative team. This fully remote position offers the flexibility to work from anywhere within South Africa , focusing on delivering exceptional virtual assistance and support to guests of their unique online hospitality platform. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a seamless and memorable experience from booking to post-stay. This role requires outstanding communication skills, a proactive attitude, and a genuine passion for service, even without direct in-person interaction. The ideal candidate will be tech-savvy, adaptable, and committed to maintaining the highest standards of guest satisfaction in a remote-first environment. You will play a vital role in shaping guest perceptions and fostering loyalty through personalized digital interactions.

Key Responsibilities

• Provide prompt, efficient, and friendly customer service via email, chat, and phone for a global guest base.
• Respond to guest inquiries regarding bookings, services, amenities, and local information.
• Assist guests with modifications, cancellations, and special requests.
• Troubleshoot and resolve guest issues or complaints in a timely and effective manner.
• Gather and relay guest feedback to relevant departments for service improvement.
• Proactively engage with guests to enhance their overall experience and encourage repeat bookings.
• Maintain accurate guest records and interaction logs in the CRM system.
• Collaborate with internal teams to ensure seamless service delivery.
• Develop and update FAQs and knowledge base articles for self-service support.
• Contribute to the continuous improvement of guest service processes and protocols.

Requirements

• Proven experience in a customer service, hospitality, or guest relations role.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using various communication tools and CRM software.
• Ability to work independently, manage time effectively, and maintain productivity in a remote setting.
• High-speed internet connection and a suitable home office environment.
• A flexible and adaptable approach to handling diverse guest needs.
• A passion for the hospitality industry and delivering outstanding service.
• Previous experience in a remote role is highly desirable.
• Must be based in or eligible to work in South Africa for this remote position.

Benefits

• Competitive salary and remote work flexibility.
• Opportunity to be part of a growing and innovative company in the digital hospitality space.
• Comprehensive training and development programs.
• Allowance for home office setup and internet costs.
• Contribute directly to shaping guest experiences and company growth.
• Potential for career advancement into team leadership or specialized guest relations roles.
• A supportive and collaborative online team environment.