Remote Guest Relations Manager

Placements24; Cape Town; Hybrid; ZAR 816,000 - 1,306,000; Full time

Benefits offered by this job

Competitive salary

Full remote work

Health, dental, vision insurance

Professional growth opportunities

Collaborative virtual team

Job summary

Placements24 is seeking a dedicated Remote Guest Relations Manager to lead guest engagement for a hospitality team. You will handle inquiries, feedback, and issue resolution across channels, driving satisfaction and loyalty from a fully remote setup.

The role requires experience in guest relations or customer service, excellent English communication, and strong CRM skills to maintain records and inform service improvements. Remote collaboration is essential.

Qualifications

• Proven experience in guest relations or customer service within hospitality or tourism.
• Excellent written and verbal communication skills in English.
• Proficiency with CRM software and other online communication tools.
• Ability to empathize, de‑escalate situations, and resolve guest issues.
• Strong organizational skills to manage multiple tasks remotely.

Responsibilities

• Manage and respond to guest inquiries via email, phone, or chat promptly and professionally.
• Develop strategies to enhance guest satisfaction and loyalty analyzing feedback.
• Resolve guest issues and escalate complex cases when needed.
• Maintain accurate guest records and interactions in the CRM system.
• Collaborate with operations to ensure consistent service delivery and communicate guest needs.

Skills

Guest relations

Customer service

English proficiency

CRM experience

Remote work

Tools

CRM software

Job description

About the Role

Our client is seeking a dedicated and customer-centric Remote Guest Relations Manager to join their innovative hospitality team, supporting their operations across various locations. This fully remote position is crucial for maintaining and enhancing the guest experience through effective communication and problem-solving, regardless of the guest's physical location. You will act as the primary point of contact for guest inquiries, feedback, and issue resolution, ensuring satisfaction and fostering loyalty. This role offers the flexibility of remote work while being at the forefront of delivering exceptional service in the evolving tourism landscape, requiring a proactive approach to guest engagement from anywhere.

Key Responsibilities

• Manage and respond to guest inquiries, feedback, and concerns received via email, phone, or chat platforms promptly and professionally.
• Develop and implement strategies to enhance guest satisfaction and loyalty, analyzing feedback to identify areas for improvement.
• Resolve guest issues and complaints effectively and efficiently, escalating complex cases to appropriate departments when necessary.
• Maintain accurate guest records and interaction logs within the CRM system.
• Collaborate with operational teams to ensure consistent service delivery and communicate guest-specific needs.
• Proactively engage with guests to gather feedback and promote positive online reviews and repeat bookings.

Requirements

• Proven experience in guest relations, customer service, or a similar role, preferably within the hospitality or tourism sector.
• Excellent written and verbal communication skills, with a strong command of English.
• Proficiency in using customer relationship management (CRM) software and other relevant online communication tools.
• Ability to empathize, de-escalate situations, and find satisfactory solutions for guests.
• Strong organizational skills and the ability to manage multiple tasks effectively in a remote setting.

Benefits

• Competitive annual salary commensurate with experience.
• Full remote work arrangement offering significant flexibility.
• Health, dental, and vision insurance coverage.
• Opportunities for professional growth and development in a remote-first company.
• A supportive and collaborative virtual team environment.