Remote Guest Relations Manager

Placements24; Johannesburg; Hybrid; ZAR 480,000 - 720,000; Full time

Benefits offered by this job

Health insurance

Home office allowance

Career development

Flexible hours

Remote work culture

Job summary

Placements24 is seeking a seasoned Remote Guest Relations Manager to oversee guest satisfaction and operations from anywhere in South Africa. You will be the primary contact for resolving guest concerns and driving loyalty across hospitality platforms.

The role requires strong leadership of remote teams, sharp communication, and a data-driven approach to service improvement, with collaboration with operations to ensure a seamless guest journey from booking to checkout.

Qualifications

• Minimum 5 years in hospitality management with a focus on guest relations.
• Proven track record of leading remote teams and service improvements.
• Excellent communication and conflict resolution skills.
• Experience with CRM systems and customer service tools.
• Bachelor’s degree in Hospitality Management or Business Administration preferred.

Responsibilities

• Develop and implement guest relations strategies to boost satisfaction.
• Manage escalated guest complaints and feedback professionally.
• Train and mentor remote customer service teams on standards.
• Monitor online reviews and social channels to protect brand reputation.
• Analyze guest feedback to identify service improvement opportunities.
• Coordinate with operations to ensure seamless guest experiences from booking to check-out.

Skills

Guest relations

Team leadership

Communication

CRM systems

Remote work

Education

Bachelor's degree in Hospitality Management or Business Administration

Tools

CRM software

Job description

About the Role

Our client is seeking an experienced and dynamic Remote Guest Relations Manager to oversee guest satisfaction and operational efficiency from anywhere in the country. In this critical role, you will be the primary point of contact for resolving guest concerns, implementing service standards, and driving customer loyalty initiatives across various hospitality platforms. You will leverage technology to maintain high service levels and ensure a consistent, exceptional experience for all guests, regardless of their location. This position is ideal for a self-motivated individual with a passion for service excellence and a proven ability to manage remotely.

Key Responsibilities

• Develop and implement comprehensive guest relations strategies to enhance guest satisfaction and retention.
• Manage and resolve escalated guest complaints and feedback in a timely and professional manner.
• Train and mentor remote customer service teams on service protocols and best practices.
• Monitor online reviews and social media channels, responding appropriately to maintain brand reputation.
• Analyze guest feedback data to identify trends and areas for improvement in service delivery.
• Collaborate with operational teams to ensure seamless guest experiences from booking to check-out.

Requirements

• Minimum of 5 years of experience in hospitality management, with a focus on guest relations or customer service.
• Proven track record of successfully managing teams and implementing service improvements.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficiency with CRM systems and other customer service management tools.
• Ability to work independently, manage time effectively, and thrive in a remote work environment.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

Benefits

• Competitive annual salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Generous allowance for home office setup and internet expenses.
• Opportunities for professional development and career advancement.
• Flexible working hours and a supportive remote work culture.