Remote Guest Experience Manager

Placements24; Noord-Kaap; Hybrid; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Medical insurance

Retirement benefits

Flexible schedule

Remote work environment

Job summary

Placements24 is seeking a Guest Relations Manager for a fully remote role in South Africa. You will be the primary point of contact for guests, resolving inquiries and complaints while coordinating with internal teams to ensure a memorable experience across properties, with an emphasis on empathy and superior service.

The ideal candidate has strong communication skills, a passion for service excellence, and the ability to maintain professionalism under pressure in a remote setting, contributing

Qualifications

• Proven experience in guest relations or customer service in hospitality.
• Excellent communication and interpersonal skills.
• Ability to manage difficult situations with professionalism.
• Experience with CRM software and standard office apps.
• Comfort with remote, independent work.

Responsibilities

• Serve as the main contact for guests, addressing inquiries, requests, and complaints with professionalism.
• Proactively manage guest communications via email, phone, chat, ensuring timely, personalized responses.
• Resolve guest issues and service challenges with empathy and efficiency.
• Coordinate with front desk, housekeeping, maintenance, and other departments for seamless service.
• Maintain guest records and feedback databases; identify trends for improvement.
• Develop and implement strategies to enhance guest experience and loyalty.
• Prepare reports on guest feedback, complaints, and performance.
• Anticipate guest needs and provide personalized service for memorable experiences.
• Conduct online reputation management by monitoring and responding to reviews.
• Uphold brand standards and service philosophy in all interactions.

Skills

Guest relations

Customer service

Active listening

Communication

Problem solving

CRM software

Remote work

Tools

CRM software

Job description

Placements24 is seeking a Guest Relations Manager for a fully remote role in South Africa. You will be the primary point of contact for guests, resolving inquiries and complaints while coordinating with internal teams to ensure a memorable experience across properties, with an emphasis on empathy and superior service.

The ideal candidate has strong communication skills, a passion for service excellence, and the ability to maintain professionalism under pressure in a remote setting, contributing