Remote Guest Experience Specialist

Placements24; Durban; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Remote work

Home office stipend

Career progression opportunities

Job summary

Placements24 is seeking a remote Guest Experience Specialist to support operations across various properties. You will be the primary contact for guests, handling inquiries, resolving issues, and ensuring a seamless experience from booking to departure, all from a home workspace in South Africa.

Strong English communication and CRM proficiency are essential. The role emphasizes proactive problem solving, independent work, and collaboration with remote teams and property management.

Qualifications

• Proven experience in customer service in hospitality or tourism.
• Excellent written and verbal English communications.
• Strong problem-solving and customer-centric mindset.
• Proficient with CRM software, online chat tools, and virtual platforms.
• Ability to work independently in a remote setting and meet targets.
• High school diploma or equivalent; hospitality or communications education is a plus.
• Stable internet connection and a dedicated quiet workspace.
• Demonstrated ability to multitask and prioritize effectively.
• Genuine passion for service and positive guest interactions.

Responsibilities

• Respond to guest inquiries via email, chat, and phone promptly.
• Provide information on hotel services, amenities, and local attractions.
• Resolve guest issues to ensure satisfaction and retention.
• Document guest feedback to identify service improvements.
• Collaborate with hotel teams to fulfill guest requests efficiently.
• Maintain knowledge of properties and services.
• Assist with pre-arrival communication and post-stay follow-ups.
• Manage online reviews and social media interactions related to guest services.

Skills

Customer service

English communication

Problem solving

Remote work

Time management

Education

High school diploma

Hospitality or communications education (plus)

Tools

CRM software

Online chat tools

Video conferencing

Job description

About the Role

Our client is seeking a dedicated and empathetic Remote Guest Experience Specialist to join their expanding virtual team, supporting operations across various properties. This fully remote position is ideal for individuals passionate about hospitality and adept at delivering exceptional service through digital channels. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring a seamless and positive experience from booking to departure. The role requires excellent communication skills, a proactive approach, and the ability to work independently while collaborating effectively with remote colleagues and property management teams. This is a fully remote opportunity, allowing you to contribute to guest satisfaction from the comfort of your home, supporting our client's commitment to service excellence in the Durban region and beyond.

Key Responsibilities

• Respond to guest inquiries via email, chat, and phone in a timely, professional, and courteous manner.


• Provide information about hotel services, amenities, local attractions, and assist with booking modifications.


• Proactively identify and resolve guest issues and concerns, ensuring a satisfactory outcome and guest retention.


• Gather and document guest feedback to identify areas for service improvement.


• Collaborate with hotel operational teams to ensure guest requests are fulfilled efficiently.


• Maintain a high level of product knowledge regarding our client's properties and services.


• Assist with pre-arrival communication and post-stay follow-ups to enhance the guest journey.


• Manage online reviews and social media interactions related to guest services.

Requirements

• Proven experience in customer service, preferably within the hospitality or tourism industry.


• Excellent written and verbal communication skills in English.


• Strong problem-solving abilities and a customer-centric mindset.


• Proficiency with CRM software, online chat tools, and virtual communication platforms.


• Ability to work independently, manage time effectively, and meet performance targets in a remote setting.


• High school diploma or equivalent; further education in hospitality or communications is a plus.


• A stable internet connection and a dedicated, quiet workspace.


• Demonstrated ability to handle multiple tasks and prioritize effectively.


• A genuine passion for service and creating positive guest interactions.

Benefits

This is a fully remote position offering flexibility and the convenience of working from home. Our client provides a competitive salary, ongoing training, and opportunities for career progression within the company. You will receive a stipend for home office setup and internet costs. Join a supportive virtual team and contribute to delivering outstanding guest experiences for our client's properties, impacting guests globally from your base near Durban.