Remote Guest Experience Specialist

Placements24; Centurion; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work

Health insurance

Dental insurance

Vision insurance

Professional development

Autonomy

Job summary

Placements24 is seeking a dedicated Remote Guest Experience Specialist for a forward-thinking hospitality technology company. You will be the primary contact for guests, delivering world-class service and resolving inquiries across digital channels from a remote setting.

The role requires empathy, proactive problem-solving, and the ability to manage multiple conversations while maintaining high satisfaction. A self-disciplined, customer-centric mindset and strong CRM usage are essential.

Qualifications

• Proven experience in customer service, hospitality, or guest relations.
• Excellent written and verbal communication skills.
• Proficiency with digital communication tools (email, chat, social platforms, video).
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and stay organized in a remote setting.

Responsibilities

• Provide online and phone-based guest support.
• Respond to inquiries and resolve issues with information on services.
• Manage guest feedback across platforms and drive satisfaction.
• Identify opportunities to enhance guest experience.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal teams to improve service delivery.
• Assist with booking inquiries, changes, and cancellations.
• Maintain knowledge of services and policies.
• Contribute to FAQs and support documentation.

Skills

Customer service

Hospitality

Remote work

Tools

CRM software

Job description

About the Role

Our client is a forward-thinking hospitality technology company seeking a dedicated Remote Guest Experience Specialist to join their dynamic team. This is a fully remote position, allowing you to work from anywhere. You will be the primary point of contact for guests, providing exceptional support and ensuring their overall satisfaction throughout their journey. This role demands a proactive and empathetic approach to guest relations, utilizing various digital communication channels to resolve inquiries, manage feedback, and enhance the guest experience. You will play a vital role in maintaining our client's reputation for outstanding service and fostering guest loyalty. The ideal candidate is a master of digital communication, possesses a deep understanding of guest needs, and is passionate about delivering world-class service from a remote setting. This position requires self-discipline, excellent time management, and a commitment to exceeding expectations.

Key Responsibilities

• Provide exceptional online and phone-based customer support to guests.


• Respond to inquiries, resolve issues, and provide information about services and offerings.


• Manage and respond to guest feedback and reviews across various platforms.


• Proactively identify opportunities to enhance the guest experience and drive satisfaction.


• Document all guest interactions and resolutions accurately in the CRM system.


• Collaborate with internal teams to address guest concerns and improve service delivery.


• Assist with booking inquiries, modifications, and cancellations.


• Develop and maintain an in-depth knowledge of our client's services and policies.


• Contribute to creating and updating FAQs and support documentation.


• Champion the company's commitment to guest satisfaction in all interactions.

Requirements

• Proven experience in customer service, hospitality, or guest relations, preferably in a remote capacity.


• Excellent written and verbal communication skills, with a keen eye for detail.


• Proficiency in using digital communication tools (email, chat, social media, video conferencing).


• Strong problem-solving and conflict-resolution abilities.


• Ability to manage multiple tasks and prioritize effectively in a remote work environment.


• A high degree of empathy, patience, and a customer-centric mindset.


• Self-motivated and able to work independently with minimal supervision.


• Reliable high-speed internet connection and a dedicated home office setup.


• Experience with CRM software is a plus.


• A genuine passion for the hospitality industry and delivering outstanding guest experiences.

Benefits

• This is a fully remote position, offering flexibility and the convenience of working from home.


• Our client provides a competitive salary and comprehensive benefits package, including health, dental, and vision insurance.


• Opportunities for professional development and training in customer experience best practices are provided.


• Employees are part of a supportive and innovative team culture.


• Access to the latest remote work tools and technologies is guaranteed.


• The role offers significant autonomy and the chance to contribute directly to guest satisfaction on a global scale.