Remote Guest Experience Coordinator SA – Service Loyalty

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

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