Remote Guest Experience Lead — Luxury Hospitality

Placements24; Vereeniging; Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Fully remote position

Flexible schedule

Professional development opportunities

Reputation for service excellence

Job summary

Placements24 is seeking a Guest Experience Manager to elevate guest journeys for a luxury hotel group. This fully remote role involves monitoring feedback, driving loyalty, and coordinating with on-site management to uphold service excellence across properties in the Vereeniging region and beyond.

You will analyze reviews and surveys, implement improvement strategies, and coach staff on guest engagement. A hospitality background and strong communication skills are essential for success in this

Qualifications

• Proven experience in guest relations or customer service management within hospitality.
• Strong communication and problem-solving skills with empathy.
• Ability to manage multiple channels of guest feedback effectively.
• Familiarity with CRM tools and feedback platforms.

Responsibilities

• Monitor guest feedback across online reviews, surveys, and direct messages.
• Develop strategies to improve guest satisfaction and loyalty.
• Resolve guest issues promptly in coordination with on-site teams.
• Identify trends and suggest operational improvements.
• Train on-site teams on service standards and guest engagement.
• Create and maintain guest experience standards and protocols.
• Collaborate with departments to ensure seamless guest journeys.

Skills

Guest relations

Customer service

Communication

Remote work

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Job description

Placements24 is seeking a Guest Experience Manager to elevate guest journeys for a luxury hotel group. This fully remote role involves monitoring feedback, driving loyalty, and coordinating with on-site management to uphold service excellence across properties in the Vereeniging region and beyond.

You will analyze reviews and surveys, implement improvement strategies, and coach staff on guest engagement. A hospitality background and strong communication skills are essential for success in this