Remote Guest Relations Manager

Placements24; Pretoria; Hybrid; ZAR 420,000 - 600,000; Full time

Benefits offered by this job

Health insurance contributions

Remote work flexibility

Online training resources

Job summary

Placements24 is seeking a dedicated Remote Guest Relations Manager working from Pretoria, Gauteng, to enhance guest satisfaction and loyalty across a diverse property portfolio. You will be the primary contact for guest inquiries and issues, acting as a brand ambassador while collaborating with on-site teams.

The role requires excellent written and verbal communication, strong organizational skills, and the ability to work independently in a fully remote capacity.

Qualifications

• 3–5 years of experience in guest relations, customer service, or related hospitality roles, including remote work.
• Excellent written and verbal communication with a professional tone.
• Proficiency with CRM software and online communication tools.

Responsibilities

• Respond to guest inquiries, requests and complaints via email, phone, or chat.
• Manage guest relationships to ensure satisfaction before, during, and after stays.
• Investigate and resolve guest issues with empathy and efficiency.
• Document all guest interactions in the CRM system.
• Collaborate with hotel operations to address guest needs and ensure timely follow-up.
• Identify trends in guest feedback and provide insights for service improvements.
• Maintain up-to-date knowledge of hotel services and local attractions.
• Serve as liaison between guests and hotel management and escalate issues when needed.
• Contribute to guest communications templates and standard operating procedures.
• Uphold the brand by delivering consistently outstanding guest service.

Skills

Communication skills

Problem solving

Organizational skills

Customer-centric

Tools

CRM software

Online communication tools

Job description

About the Role

Our client is looking for a dedicated and customer-focused Remote Guest Relations Manager to enhance guest satisfaction and loyalty across their diverse portfolio of properties, operating remotely from Pretoria, Gauteng . This role is pivotal in managing and resolving guest feedback, ensuring a consistently high level of service, and fostering positive relationships with guests. The successful candidate will be the primary point of contact for guest inquiries, concerns, and special requests, acting as a brand ambassador to deliver exceptional service experiences. This is a fully remote position, requiring strong communication skills, organizational prowess, and the ability to work independently while maintaining a high standard of professionalism and empathy. You will leverage technology to connect with guests and support on-site teams.

Key Responsibilities

• Respond promptly and professionally to all guest inquiries, requests, and complaints received via various channels (email, phone, chat).
• Proactively manage guest relationships, ensuring satisfaction throughout their stay and post-stay.
• Investigate and resolve guest issues with efficiency and empathy, aiming for first-contact resolution where possible.
• Document all guest interactions, feedback, and resolutions accurately in the CRM system.
• Collaborate with hotel operational teams to address guest needs and ensure timely follow-up.
• Identify trends in guest feedback and provide insights to management for service improvement initiatives.
• Develop and maintain a comprehensive knowledge of hotel services, amenities, and local attractions.
• Act as a liaison between guests and hotel management, escalating critical issues as needed.
• Contribute to the creation of guest communication templates and standard operating procedures.
• Uphold the brand's reputation by delivering consistently outstanding guest service.

Requirements

• A minimum of 3-5 years of experience in guest relations, customer service, or a related hospitality role, with a significant portion in a remote or independent capacity.
• Exceptional written and verbal communication skills, with a professional and friendly tone.
• Proficiency in using customer relationship management (CRM) software and online communication tools.
• Strong problem-solving abilities and the capacity to handle difficult situations with composure.
• Excellent organizational skills and the ability to manage time effectively in a remote setting.
• A customer-centric mindset with a genuine passion for hospitality and service excellence.
• Ability to work independently, demonstrate initiative, and meet performance targets.
• A stable internet connection and a dedicated workspace conducive to remote work.
• Familiarity with hotel operations and reservation systems is a plus.
• Adaptability and a willingness to learn new systems and procedures.

Benefits

Our client offers a competitive salary, remote work flexibility, opportunities for professional development, and a supportive team environment. This role provides the chance to significantly impact guest experiences without the need for daily commuting, offering a great work-life balance. Benefit packages include health insurance contributions and access to online training resources, allowing you to grow your career from the comfort of your home in or near Pretoria.