Remote Guest Relations Manager

Placements24; Pietermaritzburg; Hybrid; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary package

Flexible working hours

Professional development

Remote work tools

Collaborative virtual team

Job summary

Placements24 is seeking an experienced Remote Guest Relations Manager to oversee guest satisfaction and remote operations across virtual hospitality services. You will lead a remote team, resolve escalated issues, and drive improvements to guest journeys from booking to post-stay.

The role requires strong digital communication, CRM proficiency, and a customer-centric mindset, within a remote-first environment. This is a dynamic, growth-focused opportunity to shape remote hospitality support.

Qualifications

• Experience as a Guest Relations Manager or similar in hospitality.
• Strong communication and problem-solving abilities in digital environments.
• Bachelor's degree in Hospitality Management or related field preferred.

Responsibilities

• Develop and implement online guest relations strategies to ensure satisfaction.
• Manage and respond to guest inquiries, feedback, and complaints across digital channels.
• Train and supervise a remote guest relations team for service excellence.
• Analyze guest feedback to identify trends and improvement areas.
• Collaborate with marketing and operations for consistent brand messaging.
• Handle escalated guest issues with professionalism and first-contact resolution.

Skills

Communication skills

Problem-solving

Remote team management

Customer service

Education

Bachelor's degree in Hospitality Management

Tools

CRM software

Online communication platforms

Job description

About the Role

Our client is seeking an experienced and highly organized Remote Guest Relations Manager to oversee guest satisfaction and operational efficiency across their virtual hospitality services. This pivotal role will involve managing online guest communications, resolving escalated issues, and implementing strategies to enhance the overall guest experience. You will be instrumental in setting and maintaining high standards of service delivery in a remote-first environment, working closely with various internal teams to ensure seamless guest journeys from booking to post-stay engagement. This is a unique opportunity to shape the future of remote hospitality support and contribute to a dynamic, customer-centric organization.

Key Responsibilities

• Develop and implement online guest relations strategies to ensure exceptional customer satisfaction.
• Manage and respond to guest inquiries, feedback, and complaints received through various digital channels.
• Train and supervise a team of remote guest relations officers, fostering a culture of service excellence.
• Analyze guest feedback data to identify trends and areas for service improvement.
• Collaborate with marketing and operations teams to ensure consistent brand messaging and service delivery.
• Handle escalated guest issues with professionalism and efficiency, aiming for first-contact resolution.

Requirements

• Proven experience as a Guest Relations Manager or similar role in the hospitality industry, preferably with remote team management experience.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and various online communication platforms.
• Strong understanding of customer service principles and best practices in a digital environment.
• Ability to work independently, manage time effectively, and meet performance targets in a remote setting.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.

Benefits

• Competitive salary package with performance-based incentives.
• Flexible working hours and the ability to work from anywhere.
• Opportunities for professional development and career advancement within a growing company.
• Access to state-of-the‑art remote work tools and support.
• A collaborative and supportive virtual team environment that values innovation and employee well‑being.