Remote Guest Relations Manager (International Tourism Focus)

Placements24; Noord-Kaap; Híbrido; ZAR 360.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote-first

Flexible hours

Professional development

Supportive virtual team

Descripción de la vacante

Placements24 is hiring a Remote Guest Relations Manager to join our online travel agency. You will manage guest inquiries, provide end-to-end support, and resolve issues to ensure a seamless travel experience for a global client base from a fully remote SA setup.

The ideal candidate has 4+ years in guest relations or hospitality, stellar English communication, and strong CRM skills. You thrive independently and maintain a reliable home office with stable internet.

Formación

• 4+ years in guest relations, customer service, or similar in tourism/hospitality.
• Excellent written and verbal English communication.
• Strong problem-solving and conflict-resolution abilities.
• Remote work capable with reliable home office setup and internet.
• Proficiency with CRM software and standard office tools.
• A genuine passion for travel and delivering outstanding customer experiences.

Responsabilidades

• Manage and respond to all guest inquiries via email, phone, and chat in a timely and professional manner.
• Provide comprehensive support to travelers before, during, and after their trips.
• Address and resolve guest complaints and issues effectively, aiming for satisfactory resolutions.
• Build and maintain strong relationships with guests, fostering loyalty and encouraging repeat business.
• Proactively identify potential issues and implement preventative measures to ensure a smooth travel experience.
• Gather guest feedback and report insights to the management team for service improvement.
• Collaborate with internal teams (e.g., booking, operations) to ensure seamless service delivery.
• Develop and update FAQs and guest communication templates.
• Maintain accurate records of guest interactions and resolutions in the CRM system.
• Contribute to the continuous improvement of guest service processes and standards.

Conocimientos

Guest relations

Customer service

English communication

CRM software

Remote work

Educación

None

Herramientas

CRM platforms

MS Office

Descripción del empleo

About the Role

Our client, a rapidly growing online travel agency specializing in bespoke international tourism experiences, is seeking a highly motivated and experienced Remote Guest Relations Manager.

This role is crucial for ensuring exceptional customer satisfaction for our global clientele.

You will be responsible for handling all aspects of guest communication, addressing inquiries, resolving issues, and ensuring a seamless and positive travel experience from booking to post-trip.

The ideal candidate possesses outstanding communication skills, a deep understanding of customer service best practices, and a passion for travel and hospitality.

This is a fully remote position, offering the flexibility to work from anywhere within **South Africa**.

Key Responsibilities

• Manage and respond to all guest inquiries via email, phone, and chat in a timely and professional manner.
• Provide comprehensive support to travelers before, during, and after their trips.
• Address and resolve guest complaints and issues effectively, aiming for satisfactory resolutions.
• Build and maintain strong relationships with guests, fostering loyalty and encouraging repeat business.
• Proactively identify potential issues and implement preventative measures to ensure a smooth travel experience.
• Gather guest feedback and report insights to the management team for service improvement.
• Collaborate with internal teams (e.g., booking, operations) to ensure seamless service delivery.
• Develop and update FAQs and guest communication templates.
• Maintain accurate records of guest interactions and resolutions in the CRM system.
• Contribute to the continuous improvement of guest service processes and standards.

Requirements

• Minimum of 4 years of experience in guest relations, customer service, or a similar role, preferably within the tourism or hospitality sector.
• Proven ability to handle challenging customer situations with empathy and professionalism.
• Excellent written and verbal communication skills in English. Proficiency in other languages is a significant asset.
• Strong problem-solving and conflict-resolution abilities.
• Self-motivated and able to work independently in a remote setting.
• Proficiency in using CRM software and standard office applications.
• A genuine passion for travel and delivering outstanding customer experiences.
• Must have a reliable internet connection and a suitable home office setup.
• Must be legally permitted to work remotely in **South Africa**.

Benefits

This role offers a competitive salary, flexible working hours, and the opportunity to work remotely from anywhere in **South Africa**.

Employees benefit from professional development opportunities, a supportive virtual team environment, and the chance to be part of an innovative and growing travel company.

This is a remote-first position.