Remote Guest Experience Specialist

Placements24; Kempton Park; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Laptop provided

Health insurance

Retirement contributions

Paid time off

Job summary

Placements24 currently seeks a Remote Guest Experience Specialist to deliver outstanding service to guests from a home-based setup. You will be first contact for inquiries, bookings, and issues, using multiple channels to ensure positive, efficient experiences across time zones.

The role emphasizes hospitality mindset, strong English communication, and ability to work independently in a remote environment, with potential future local engagement as needed.

Qualifications

• Experience in customer service, hospitality, or guest-facing roles.
• Excellent verbal and written communication in English.
• Proficiency with digital tools and CRM software.
• Ability to work independently in a remote setup.
• Strong time management and problem-solving skills.
• Home office with reliable high-speed internet.

Responsibilities

• Provide exceptional customer service via email, live chat, and phone.
• Respond to inquiries and concerns with swift resolution.
• Assist guests with bookings, modifications, and information about services.
• Identify opportunities to enhance the guest experience with personalized solutions.
• Document all interactions in the CRM system accurately.
• Collaborate with internal teams to address complex issues.
• Gather guest feedback and report trends to management.

Skills

Customer service

Hospitality

Communication skills

Problem solving

CRM software

Remote work

Time management

Tools

CRM software

Computer literacy

Collaboration tools

Job description

About the Role

Join our client's innovative remote team as a Remote Guest Experience Specialist , dedicated to providing exceptional service to guests from the comfort of your home. This role is central to ensuring every guest interaction is positive, memorable, and efficient. You will be the first point of contact for guests seeking assistance, information, or resolution to any queries they may have during their journey. This position is fully remote, allowing you to contribute to our client's success without geographical constraints, based remotely from your chosen location, ideally near Tembisa, Gauteng , if in the vicinity of our operational hubs. We are looking for individuals who are passionate about hospitality, possess outstanding communication skills, and thrive in a digital environment. You will be an integral part of our commitment to delivering world-class service in the ever-evolving Hospitality & Tourism industry.

Key Responsibilities

• Provide exceptional customer service and support to guests via multiple channels including email, live chat, and phone.
• Respond promptly and professionally to guest inquiries, requests, and concerns, ensuring swift resolution.
• Assist guests with booking modifications, special requests, and providing information about services and amenities.
• Proactively identify opportunities to enhance the guest experience and offer personalized solutions.
• Document all guest interactions and resolutions accurately in the CRM system.
• Collaborate with internal teams to address complex guest issues and ensure a seamless service delivery.
• Gather guest feedback and report trends to management to aid in service improvement initiatives.
• Maintain a comprehensive understanding of our client's offerings and policies to effectively assist guests.
• Uphold the company's reputation for outstanding service and guest satisfaction in every interaction.

Requirements

• Proven experience in customer service, hospitality, or a similar guest-facing role, with a strong understanding of service excellence principles.
• Excellent verbal and written communication skills in English.
• Proficiency in additional languages is a plus.
• Strong problem-solving abilities and the capacity to handle challenging situations with empathy and professionalism.
• Proficiency with digital communication tools, CRM software, and general computer literacy.
• Ability to work independently, manage time effectively, and maintain productivity in a remote work environment.
• A dedicated home office setup with reliable high-speed internet access.
• Demonstrated passion for the Hospitality & Tourism sector and a commitment to guest satisfaction.
• Flexibility to work various shifts, including evenings and weekends, to cover different time zones as needed.
• Residency within or proximity to Tembisa, Gauteng , is advantageous for potential future local engagement, though the role remains remote.

Benefits

• Competitive annual salary and a comprehensive benefits package that includes health insurance, retirement contributions, and paid time off.
• Ongoing training and development opportunities to enhance your skills and career progression.
• Flexible work schedule, a supportive remote team culture, and the opportunity to work with a globally recognized brand in the Hospitality & Tourism industry.
• Equipment such as a laptop and necessary software will be provided.
• This role offers significant autonomy and the chance to shape the guest experience from anywhere.