Remote Guest Relations & Experience Lead

Placements24; Pretoria; Hybrid; ZAR 520,000 - 800,000; Full time

Benefits offered by this job

Competitive salary

Incentives

Remote work

Flexible hours

Health benefits

Paid time off

Development opportunities

Tech training

Inclusive culture

Job summary

Placements24 is seeking an experienced Guest Relations Manager to lead guest advocacy in a fully remote team. You will handle feedback, resolve complex issues, and shape a guest-centric approach to drive loyalty and satisfaction across digital channels.

The ideal candidate has 7+ years in guest relations or hospitality, strong communication skills, proficiency with CRM and reputation tools, and a degree in Hospitality or Communications.

Qualifications

• 7+ years in guest relations or hospitality customer service.
• Experience managing remote service delivery and virtual guest interactions.
• Proficient with CRM software and reputation management tools.
• Excellent written and verbal communication skills.

Responsibilities

• Oversee and manage all guest feedback channels, including online reviews, surveys, and direct communications.
• Investigate and resolve guest complaints and issues promptly and effectively.
• Develop and implement strategies to enhance the overall guest experience and foster long-term loyalty.
• Collaborate with various departments to communicate guest needs and ensure consistent service delivery.
• Monitor online reputation and engage with guests on social media and review platforms.
• Analyze guest data to identify patterns and opportunities for service improvements.

Skills

Guest relations

Customer service management

CRM software

Online reputation management

Communication skills

Negotiation

Conflict resolution

Education

Bachelor's degree in Hospitality Management

Communications degree

Tools

CRM tools

Reputation management tools

Job description

Placements24 is seeking an experienced Guest Relations Manager to lead guest advocacy in a fully remote team. You will handle feedback, resolve complex issues, and shape a guest-centric approach to drive loyalty and satisfaction across digital channels.

The ideal candidate has 7+ years in guest relations or hospitality, strong communication skills, proficiency with CRM and reputation tools, and a degree in Hospitality or Communications.