Remote Guest Experience Manager

Placements24; Bellville; Hybrid; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Fully remote

Performance-based bonuses

Health and wellness package

Professional development opportunities

Job summary

Placements24 is seeking a Remote Guest Relations Manager for our hospitality client. You will oversee virtual guest interactions across email, chat, phone and social channels, resolve issues, and proactively enhance satisfaction from anywhere in South Africa.

This remote-first role requires excellent written and spoken English, strong problem-solving, CRM proficiency, and the ability to work independently within a distributed team while delivering exceptional service and upsell opportunities.

Qualifications

• Minimum 3 years in guest relations or hospitality, focused on remote/digital channels.
• Excellent written and verbal communication, with empathetic tone.
• Proficient with CRM and ticketing platforms; able to manage multiple channels.

Responsibilities

• Manage guest inquiries via email, chat, phone and social platforms promptly.
• Proactively engage guests to ensure positive experiences throughout their journey.
• Resolve complaints, escalate complex issues, and track resolutions in CRM.
• Maintain detailed records of interactions, feedback and outcomes.
• Develop remote service strategies to boost satisfaction and loyalty.
• Collaborate with operations to ensure smooth service delivery.
• Contribute to virtual service protocols and standards.
• Monitor reviews and social channels, providing management feedback.
• Identify opportunities to upsell services or amenities based on guest needs.
• Stay updated on remote customer service best practices and tech trends.

Skills

Guest relations

Customer service

Remote communication

Problem solving

Time management

Multitasking

Written and verbal communication

Education

Bachelor's degree in Hospitality / Business / Communications

Tools

CRM software

Ticketing systems

Slack

Zoom

Zendesk

Job description

Placements24 is seeking a Remote Guest Relations Manager for our hospitality client. You will oversee virtual guest interactions across email, chat, phone and social channels, resolve issues, and proactively enhance satisfaction from anywhere in South Africa.

This remote-first role requires excellent written and spoken English, strong problem-solving, CRM proficiency, and the ability to work independently within a distributed team while delivering exceptional service and upsell opportunities.