Remote Guest Experience Specialist

Placements24; Rustenburg; Hybrid; ZAR 180,000 - 280,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Training and development

Growth opportunities

Brand impact in Rustenburg region

Job summary

Placements24 is seeking a Remote Guest Experience Specialist in South Africa to handle guest inquiries, resolve issues, and ensure an outstanding service experience from booking to departure. You will work remotely from anywhere in South Africa, with responsibilities spanning across bookings, travel arrangements, and personalized guest care.

The role requires excellent English communication, empathy, and strong problem-solving skills, along with proficiency in CRM tools and remote collaboration.

Qualifications

• Proven experience in customer service, hospitality, or a related guest-facing role.
• Exceptional verbal and written English communication.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• A dedicated home office setup with a stable internet connection is mandatory.

Responsibilities

• Provide exceptional customer support via phone, email, and live chat to guests regarding bookings, services, and inquiries.
• Address and resolve guest complaints and issues efficiently and empathetically, aiming for first-contact resolution.
• Proactively anticipate guest needs and offer solutions to enhance their experience.
• Maintain accurate and detailed guest records in the CRM system.
• Collaborate with internal teams to relay guest feedback and contribute to service improvements.
• Assist guests with travel arrangements, recommendations, and special requests.
• Stay updated on company offerings, policies, and promotions to provide accurate information.
• Contribute to building a positive brand reputation through outstanding service delivery.
• Identify trends in guest feedback and communicate them to management for strategic decision-making.
• Ensure all guest interactions are professional, courteous, and personalized.

Skills

Customer service

Hospitality experience

CRM software

English proficiency

Problem solving

Remote work

Time management

Empathy

Tools

CRM software

Job description

About the Role

Our client is seeking a highly motivated and customer-centric Remote Guest Experience Specialist to join their expanding team, supporting operations across various hospitality ventures. This role is fully remote, allowing you to contribute from anywhere within South Africa. You will be the primary point of contact for guests, handling inquiries, resolving issues, and ensuring an outstanding service experience from booking to departure. This position requires excellent communication skills, a proactive approach, and a deep understanding of hospitality principles. If you are passionate about service and thrive in a remote work environment, this opportunity in Rustenburg's operational sphere is ideal.

Key Responsibilities

• Provide exceptional customer support via phone, email, and live chat to guests regarding bookings, services, and inquiries.
• Address and resolve guest complaints and issues efficiently and empathetically, aiming for first-contact resolution.
• Proactively anticipate guest needs and offer solutions to enhance their experience.
• Maintain accurate and detailed guest records in the CRM system.
• Collaborate with internal teams to relay guest feedback and contribute to service improvements.
• Assist guests with travel arrangements, recommendations, and special requests.
• Stay updated on company offerings, policies, and promotions to provide accurate information.
• Contribute to building a positive brand reputation through outstanding service delivery.
• Identify trends in guest feedback and communicate them to management for strategic decision-making.
• Ensure all guest interactions are professional, courteous, and personalized.

Requirements

• Proven experience in customer service, hospitality, or a related guest-facing role.
• Exceptional verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer relationship management (CRM) software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• A dedicated home office setup with a stable internet connection is mandatory.
• High degree of empathy and patience when interacting with guests.
• Knowledge of the hospitality industry is a significant advantage.
• Detail-oriented and able to multitask effectively.
• Must be adaptable and eager to learn about new service offerings and technologies.

Benefits

• Fully remote work arrangement, offering flexibility and work-life balance.
• Competitive annual salary of ZAR.
• Opportunity to work with a growing hospitality group.
• Comprehensive training and ongoing professional development.
• Be part of a forward-thinking company that values its remote workforce, impacting areas around Rustenburg.