Remote Guest Experience Manager

Placements24; Mossel Bay; Hybrid; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Remote work

Home office allowance

Professional development

Travel industry impact

Job summary

Placements24 is seeking a Remote Guest Experience Manager in Mossel Bay to design and refine the guest journey across all touchpoints. You will monitor feedback, resolve issues proactively, and lead remote teams to deliver outstanding hospitality experiences.

You will develop training materials, analyze guest data for trends, and collaborate with teams to elevate service quality while maintaining a guest-centric culture in a travel-focused environment.

Qualifications

• Experience in guest relations or hospitality customer service.
• Excellent communication and problem-solving skills.
• Experience using CRM platforms.
• Ability to work autonomously and lead remote initiatives.

Responsibilities

• Design and implement guest experience strategies across all touchpoints, focusing on service excellence.
• Monitor online reviews, social media sentiment, and customer feedback channels, responding appropriately and promptly.
• Develop training materials and programs for staff to ensure consistent delivery of exceptional guest service.
• Analyze guest data to identify trends, pain points, and opportunities for service enhancements.
• Manage customer relationship management (CRM) systems to track guest preferences and interactions.
• Proactively address and resolve guest complaints and concerns to ensure satisfaction and retention.

Skills

Guest relations

Customer service management

CRM software

Communication

Problem solving

Autonomous work

Tools

CRM software

Job description

About the Role

Our client is looking for a passionate and detail-oriented Remote Guest Experience Manager to enhance the overall satisfaction and loyalty of guests interacting with their offerings in Mossel Bay . This position is fully remote, allowing you to shape guest journeys from anywhere. You will be responsible for developing and implementing strategies that elevate the guest experience, resolve issues proactively, and gather feedback to drive continuous improvement within the Hospitality & Tourism sector. This is a unique chance to impact guest perception and build lasting relationships in a travel-focused role.

Key Responsibilities

• Design and implement guest experience strategies across all touchpoints, focusing on service excellence.
• Monitor online reviews, social media sentiment, and customer feedback channels, responding appropriately and promptly.
• Develop training materials and programs for staff to ensure consistent delivery of exceptional guest service.
• Analyze guest data to identify trends, pain points, and opportunities for service enhancements.
• Manage customer relationship management (CRM) systems to track guest preferences and interactions.
• Proactively address and resolve guest complaints and concerns to ensure satisfaction and retention.

Requirements

• Demonstrated experience in guest relations, customer service management, or a similar role in the hospitality or tourism industry.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and customer feedback platforms.
• Ability to work autonomously and manage remote teams or initiatives effectively.
• A keen understanding of what drives positive guest experiences and loyalty.

Benefits

• Competitive salary and remote work flexibility.
• Allowance for home office setup.
• Opportunities for professional development in customer experience management.
• Contribute to enhancing the appeal of a sought-after travel destination.
• Be part of an innovative company focused on guest delight.