Remote Guest Experience Lead

Placements24; Centurion; Híbrido; ZAR 600 000 - 900 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive salary + incentives

Flexible remote schedule

Health, dental, vision insurance

Professional growth opportunities

Collaborative remote culture

Access to online training

Resumo da oferta

Placements24 is seeking a Remote Guest Experience Lead for a forward-thinking hospitality group. You will spearhead customer satisfaction initiatives across a diverse portfolio, defining strategies to enhance guest loyalty and streamline feedback while maintaining service quality in a remote-first model.

You will lead a remote team of guest relations specialists, collaborate with Marketing, Operations and Front Desk, and monitor guest satisfaction metrics to deliver actionable insights to senior

Qualificações

• Bachelor's degree in Hospitality, Marketing or Communications.
• Minimum 5 years in guest relations or customer experience roles.
• Proven experience leading remote teams.
• Excellent communication, interpersonal and problem-solving skills.

Responsabilidades

• Develop and execute strategies to elevate guest experience across service touchpoints.
• Lead and mentor a remote team of guest relations specialists.
• Design and implement digital feedback collection systems and analyze data.
• Maintain service standards and best practices for online and offline interactions.
• Identify potential issues and implement proactive solutions.
• Collaborate with Marketing, Operations and Front Desk to ensure cohesive journeys.
• Manage online reputation and social media engagement related to feedback.
• Train remote staff on customer service techniques and brand values.
• Monitor guest experience trends and propose innovative approaches.
• Report key satisfaction metrics with actionable insights to senior management.

Conhecimentos

Remote team leadership

Communication

Analytical skills

Problem solving

Data interpretation

Formação académica

Bachelor's degree in Hospitality, Marketing, or Communications

Ferramentas

CRM software

Customer feedback platforms

Digital communication tools

Descrição da oferta de emprego

About the Role

Our client, a forward-thinking hospitality group, is seeking a dedicated and innovative Remote Guest Experience Lead to spearhead customer satisfaction initiatives across their diverse portfolio. This is a fully remote position, demanding a proactive approach to virtual team leadership and a deep understanding of how to cultivate exceptional guest journeys without physical proximity. The successful candidate will be responsible for defining and implementing strategies that enhance guest loyalty, streamline feedback mechanisms, and ensure consistent service quality. This role requires a strong grasp of digital communication tools and a passion for exceeding guest expectations in a remote-first operational model. You will be the architect of memorable experiences, ensuring that every guest interaction, regardless of channel, reflects the high standards of our client.

Key Responsibilities

• Develop and execute comprehensive strategies to elevate the overall guest experience across all service touchpoints.
• Lead and mentor a remote team of guest relations specialists, fostering a culture of empathy and proactive service.
• Design and implement digital feedback collection systems, analyzing data to identify areas for improvement.
• Establish and maintain service standards and best practices for guest interactions, both online and offline.
• Proactively identify potential guest issues and implement preemptive solutions.
• Collaborate with various departments (e.g., Marketing, Operations, Front Desk) to ensure a cohesive guest journey.
• Manage online reputation and social media engagement related to guest feedback and service.
• Train remote staff on exceptional customer service techniques and brand values.
• Monitor industry trends in guest experience and recommend innovative approaches.
• Report on key guest satisfaction metrics and provide actionable insights to senior management.

Requirements

• Bachelor's degree in Hospitality, Marketing, Communications, or a related field.
• Minimum of 5 years of experience in guest relations, customer experience management, or a similar role.
• Proven experience managing and leading remote teams effectively.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency with CRM systems, customer feedback platforms, and digital communication tools.
• Strong analytical skills and ability to interpret complex data sets.
• A genuine passion for delivering outstanding customer service and creating positive guest interactions.
• Ability to work independently and manage time effectively in a remote setting.
• Experience within the hospitality or travel industry is highly desirable.
• Must be based in **South Africa** and comfortable with a fully remote working arrangement.

Benefits

• Competitive salary with performance-based incentives.
• Flexible remote work schedule.
• Health, dental, and vision insurance.
• Opportunities for professional growth and skill development.
• A collaborative and supportive remote work culture.
• Access to online training resources and workshops.