Remote Guest Experience Leader | Flexible Hours

Placements24; Benoni; Hybride; ZAR 420 000 - 640 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Fully remote

Flexible hours

Growth opportunities

Résumé du poste

Placements24 is seeking a Guest Experience Manager to join a fully remote team. You will shape the guest journey across touchpoints, develop strategies to elevate service quality, and foster brand loyalty in a growing hospitality brand.

The role requires strong analytical abilities, excellent remote communication, and experience with CRM and feedback platforms. You will design programs for remote and on-site staff and collaborate with marketing, operations, and product teams.

Qualifications

• 5+ years in customer experience management within hospitality.
• Proven track record of developing and implementing guest experience strategies.
• Strong analytical skills to translate data into insights.
• Excellent communication and interpersonal skills for remote work.
• Experience with CRM systems and feedback platforms.
• Proficient in virtual collaboration and project management tools.
• Bachelor’s degree in Hospitality Management, Marketing, Psychology, or related field preferred.
• Ability to work independently and drive projects to completion remotely.
• Passion for creating memorable guest experiences and service excellence.

Responsabilités

• Design and implement comprehensive guest experience strategies to ensure consistent service excellence.
• Develop and manage feedback mechanisms (surveys, online reviews) and analyze data to identify trends and areas for improvement.
• Create and deliver training programs for remote and on-site staff focused on enhancing guest interaction and service delivery.
• Collaborate with marketing, operations, and product development teams to integrate guest insights into service design and offerings.
• Proactively identify and resolve guest issues, turning potentially negative experiences into positive ones.
• Develop loyalty programs and initiatives to foster repeat business and brand advocacy.
• Benchmark guest experience performance against industry standards and best practices.
• Monitor online reputation and manage social media responses related to guest feedback.
• Champion a guest-centric culture throughout the organization.
• Report on key guest experience metrics and provide actionable recommendations to senior management.

Connaissances

Analytical skills

Communication

CRM systems

Feedback platforms

Remote collaboration tools

Project management

Formation

Bachelor's degree in Hospitality Management, Marketing, Psychology, or related field

Outils

CRM systems

Feedback platforms

Project management tools

Description du poste

Placements24 is seeking a Guest Experience Manager to join a fully remote team. You will shape the guest journey across touchpoints, develop strategies to elevate service quality, and foster brand loyalty in a growing hospitality brand.

The role requires strong analytical abilities, excellent remote communication, and experience with CRM and feedback platforms. You will design programs for remote and on-site staff and collaborate with marketing, operations, and product teams.