Remote Guest Experience Strategist

Placements24; Mbombela (Nelspruit); Hybrid; ZAR 420,000 - 640,000; Full time

Benefits offered by this job

Competitive salary

Performance-based bonuses

Remote work stipend

Professional development and online培训

Flexible working hours

Job summary

Placements24 is seeking a Guest Experience Manager for a remote-first role serving properties in and around Nelspruit, Mpumalanga. You will oversee digital guest interactions, drive loyalty, and guide remote support teams to deliver outstanding service.

You should have 3–5 years in guest relations or related roles, a degree in a relevant field, and strong communication and CRM skills to analyze feedback and implement improvements.

Qualifications

• Bachelor's degree in Hospitality Management, Marketing, Communications, or a related field.
• Strong written and verbal communication with empathy and professionalism.
• Ability to analyze customer feedback data and derive insights.
• Experience using CRM software and digital communication tools.

Responsibilities

• Develop and execute strategies to enhance the guest experience across digital channels.
• Monitor guest feedback channels and respond promptly.
• Proactively identify and address potential guest issues before they escalate.
• Implement service recovery protocols to resolve complaints and maintain satisfaction.
• Collaborate with property management and operations to share guest insights.
• Develop and maintain guest loyalty programs and initiatives.
• Train remote support staff on guest interaction best practices.
• Analyze feedback data to identify trends and opportunities for improvement.
• Ensure consistency of service across all remote guest interactions.
• Stay updated on trends in customer experience management.

Skills

Empathy

Excellent communication

Analytical skills

CRM software

Education

Bachelor's degree in Hospitality Management/Marketing/Communications

Tools

CRM software

Job description

Placements24 is seeking a Guest Experience Manager for a remote-first role serving properties in and around Nelspruit, Mpumalanga. You will oversee digital guest interactions, drive loyalty, and guide remote support teams to deliver outstanding service.

You should have 3–5 years in guest relations or related roles, a degree in a relevant field, and strong communication and CRM skills to analyze feedback and implement improvements.