Remote Guest Experience & Quality Assurance Lead

Placements24; Upington; Híbrido; ZAR 450.000 - 650.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Home office stipend

Paid time off

Professional development

Remote work

Descripción de la vacante

Placements24 seeks a meticulous Guest Experience and Quality Assurance Manager to elevate guest interactions across touchpoints. This remote-first role emphasizes developing QA programs, analyzing feedback, and ensuring brand standards are consistently met.

You will lead virtual audits, train dispersed teams, and drive continuous service improvements while balancing multiple projects in a flexible work environment.

Formación

• 5+ years in guest experience management or quality assurance within hospitality/tourism.
• Experience developing and implementing guest satisfaction programs.
• Strong data interpretation and actionable insight skills.
• Excellent written and verbal communication, especially remotely.
• Proficient with customer feedback platforms and review management tools.

Responsabilidades

• Develop and manage quality assurance standards and guest satisfaction metrics.
• Analyze guest feedback from surveys, reviews, and direct comms to identify trends.
• Create action plans to address service issues and improve guest experience.
• Monitor online reputation and respond professionally to reviews.
• Conduct remote audits of operations to ensure brand standards are met.
• Train staff on service excellence and quality standards.
• Produce reports on guest satisfaction, quality performance and improvement initiatives.
• Stay updated on best practices in guest experience and QA.
• Facilitate remote team meetings and workshops on service improvement.
• Advocate for guest perspective in operational decisions.

Conocimientos

Guest experience

Quality assurance

Data analysis

Project management

Remote collaboration

Communication

Stakeholder management

Educación

Bachelor's degree in Hospitality Management

Business Administration

Marketing

Herramientas

Review management tools

Survey platforms

Office software

Descripción del empleo

Placements24 seeks a meticulous Guest Experience and Quality Assurance Manager to elevate guest interactions across touchpoints. This remote-first role emphasizes developing QA programs, analyzing feedback, and ensuring brand standards are consistently met.

You will lead virtual audits, train dispersed teams, and drive continuous service improvements while balancing multiple projects in a flexible work environment.