Remote Guest Relations Manager - Virtual Operations

Placements24; Bellville; Híbrido; ZAR 360.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Performance-based bonuses

Health and wellness package

Professional development opportunities

Descripción de la vacante

Placements24 is seeking a Remote Guest Relations Manager for our hospitality client. You will oversee virtual guest interactions across email, chat, phone and social channels, resolve issues, and proactively enhance satisfaction from anywhere in South Africa.

This remote-first role requires excellent written and spoken English, strong problem-solving, CRM proficiency, and the ability to work independently within a distributed team while delivering exceptional service and upsell opportunities.

Formación

• Minimum 3 years in guest relations or hospitality, focused on remote/digital channels.
• Excellent written and verbal communication, with empathetic tone.
• Proficient with CRM and ticketing platforms; able to manage multiple channels.

Responsabilidades

• Manage guest inquiries via email, chat, phone and social platforms promptly.
• Proactively engage guests to ensure positive experiences throughout their journey.
• Resolve complaints, escalate complex issues, and track resolutions in CRM.
• Maintain detailed records of interactions, feedback and outcomes.
• Develop remote service strategies to boost satisfaction and loyalty.
• Collaborate with operations to ensure smooth service delivery.
• Contribute to virtual service protocols and standards.
• Monitor reviews and social channels, providing management feedback.
• Identify opportunities to upsell services or amenities based on guest needs.
• Stay updated on remote customer service best practices and tech trends.

Conocimientos

Guest relations

Customer service

Remote communication

Problem solving

Time management

Multitasking

Written and verbal communication

Educación

Bachelor's degree in Hospitality / Business / Communications

Herramientas

CRM software

Ticketing systems

Slack

Zoom

Zendesk

Descripción del empleo

About the Role

Our client is a leading innovator in the hospitality sector, seeking a dedicated and customer-centric Remote Guest Relations Manager to oversee our virtual operations and enhance the guest experience through digital channels. This fully remote position is ideal for an individual who excels in communication, problem-solving, and leveraging technology to provide exceptional service. You will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring satisfaction across all virtual touchpoints. This role requires a proactive approach to guest engagement, anticipating needs and proactively offering solutions. As we operate in a remote-first environment, you will need to be self-motivated, highly organized, and possess outstanding digital communication skills. This is a unique opportunity to shape the future of guest relations in a forward-thinking hospitality company, working from anywhere in South Africa .

Key Responsibilities

• Manage and respond to guest inquiries and requests received via email, chat, phone, and social media platforms in a timely and professional manner.
• Proactively engage with guests to ensure a positive and memorable experience throughout their journey.
• Resolve guest complaints and issues efficiently and effectively, escalating complex problems to relevant departments when necessary.
• Maintain detailed records of guest interactions, feedback, and resolutions in our CRM system.
• Develop and implement strategies to enhance guest satisfaction and loyalty in a remote setting.
• Collaborate with operational teams to ensure smooth service delivery and guest experience.
• Contribute to the development and refinement of virtual guest service protocols and standards.
• Monitor online reviews and social media channels, responding appropriately and providing feedback to management.
• Identify opportunities to upsell services or amenities based on guest needs and preferences.
• Stay updated on industry best practices and emerging technologies in remote customer service and hospitality.

Requirements

• A minimum of 3 years of experience in guest relations, customer service, or hospitality management, with a significant portion focused on remote or digital communication channels.
• Proven ability to handle customer inquiries and resolve issues effectively in a virtual environment.
• Excellent written and verbal communication skills, with a talent for crafting clear, concise, and empathetic messages.
• Proficiency in using CRM software, ticketing systems, and various communication platforms (e.g., Slack, Zoom, Zendesk).
• Strong organizational and time management skills, with the ability to manage multiple tasks simultaneously.
• A proactive and problem-solving mindset, with the ability to think critically and make sound decisions independently.
• Must have a reliable internet connection and a dedicated home office setup conducive to remote work.
• Demonstrated ability to work autonomously and as part of a distributed team.
• Passion for delivering exceptional customer service and exceeding guest expectations.
• Flexibility to work occasional non-standard hours to accommodate global guest time zones.

Benefits

This role offers the significant benefit of being fully remote, allowing for unparalleled flexibility. Our client provides a competitive salary, performance-based bonuses, and a comprehensive health and wellness package. You will have access to ongoing professional development opportunities, equipping you with the skills needed to excel in the evolving landscape of remote hospitality. Furthermore, you'll be part of an innovative and supportive team culture that values collaboration and individual contribution. This is an excellent chance to advance your career in a progressive and flexible work environment.