Remote Guest Experience Manager

Placements24; Pretoria; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Health insurance contributions

Remote work flexibility

Online training resources

Job summary

Placements24 is seeking a dedicated Remote Guest Relations Manager working from Pretoria, Gauteng, to enhance guest satisfaction and loyalty across a diverse property portfolio. You will be the primary contact for guest inquiries and issues, acting as a brand ambassador while collaborating with on-site teams.

The role requires excellent written and verbal communication, strong organizational skills, and the ability to work independently in a fully remote capacity.

Qualifications

• 3–5 years of experience in guest relations, customer service, or related hospitality roles, including remote work.
• Excellent written and verbal communication with a professional tone.
• Proficiency with CRM software and online communication tools.

Responsibilities

• Respond to guest inquiries, requests and complaints via email, phone, or chat.
• Manage guest relationships to ensure satisfaction before, during, and after stays.
• Investigate and resolve guest issues with empathy and efficiency.
• Document all guest interactions in the CRM system.
• Collaborate with hotel operations to address guest needs and ensure timely follow-up.
• Identify trends in guest feedback and provide insights for service improvements.
• Maintain up-to-date knowledge of hotel services and local attractions.
• Serve as liaison between guests and hotel management and escalate issues when needed.
• Contribute to guest communications templates and standard operating procedures.
• Uphold the brand by delivering consistently outstanding guest service.

Skills

Communication skills

Problem solving

Organizational skills

Customer-centric

Tools

CRM software

Online communication tools

Job description

Placements24 is seeking a dedicated Remote Guest Relations Manager working from Pretoria, Gauteng, to enhance guest satisfaction and loyalty across a diverse property portfolio. You will be the primary contact for guest inquiries and issues, acting as a brand ambassador while collaborating with on-site teams.

The role requires excellent written and verbal communication, strong organizational skills, and the ability to work independently in a fully remote capacity.