Remote Guest Experience Lead | Luxury Resort Operations

Placements24; South Africa; Remote; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Remote in SA

Professional development

Leadership growth

Collaborative culture

Job summary

Placements24 is recruiting a Guest Experience Manager for a renowned hotel group. This fully remote role supports properties across Mossel Bay region and beyond, focusing on elevating guest journeys and service standards.

You will monitor feedback, develop improvements, coach on-site teams, and report insights to management. A hospitality background, strong communication and CRM experience are essential for success in this remote leadership position.

Qualifications

• Bachelor's degree preferred in hospitality management.
• Proven guest relations experience.
• Strong communication and problem-solving skills.
• Experience with CRM and feedback tools.

Responsibilities

• Monitor and analyze guest feedback from online reviews, surveys, and direct communications.
• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Address and resolve guest complaints and issues promptly and effectively, often in coordination with on-site staff.
• Identify trends in guest feedback and recommend operational improvements.
• Train and coach on-site teams on service standards and best practices for guest engagement.
• Create and maintain guest experience standards and protocols.
• Develop and manage guest recognition programs.
• Collaborate with other departments to ensure a seamless and positive guest journey.
• Stay informed about industry best practices in guest experience management.
• Report on key guest experience metrics and insights to management.

Skills

Guest relations

Customer service

Communication

Problem solving

Data analysis

Empathy

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Feedback platforms

Data analysis tools

Job description

Placements24 is recruiting a Guest Experience Manager for a renowned hotel group. This fully remote role supports properties across Mossel Bay region and beyond, focusing on elevating guest journeys and service standards.

You will monitor feedback, develop improvements, coach on-site teams, and report insights to management. A hospitality background, strong communication and CRM experience are essential for success in this remote leadership position.