Remote Guest Experience Lead

Placements24; Cape Town; Hybrid; ZAR 816,000 - 1,306,000; Full time

Benefits offered by this job

Competitive salary

Full remote work

Health, dental, vision insurance

Professional growth opportunities

Collaborative virtual team

Job summary

Placements24 is seeking a dedicated Remote Guest Relations Manager to lead guest engagement for a hospitality team. You will handle inquiries, feedback, and issue resolution across channels, driving satisfaction and loyalty from a fully remote setup.

The role requires experience in guest relations or customer service, excellent English communication, and strong CRM skills to maintain records and inform service improvements. Remote collaboration is essential.

Qualifications

• Proven experience in guest relations or customer service within hospitality or tourism.
• Excellent written and verbal communication skills in English.
• Proficiency with CRM software and other online communication tools.
• Ability to empathize, de‑escalate situations, and resolve guest issues.
• Strong organizational skills to manage multiple tasks remotely.

Responsibilities

• Manage and respond to guest inquiries via email, phone, or chat promptly and professionally.
• Develop strategies to enhance guest satisfaction and loyalty analyzing feedback.
• Resolve guest issues and escalate complex cases when needed.
• Maintain accurate guest records and interactions in the CRM system.
• Collaborate with operations to ensure consistent service delivery and communicate guest needs.

Skills

Guest relations

Customer service

English proficiency

CRM experience

Remote work

Tools

CRM software

Job description

Placements24 is seeking a dedicated Remote Guest Relations Manager to lead guest engagement for a hospitality team. You will handle inquiries, feedback, and issue resolution across channels, driving satisfaction and loyalty from a fully remote setup.

The role requires experience in guest relations or customer service, excellent English communication, and strong CRM skills to maintain records and inform service improvements. Remote collaboration is essential.