Remote Guest Relations Specialist

Placements24; Polokwane; Híbrido; ZAR 260.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote

Training provided

Career development

Flexible hours

Competitive salary

Descripción de la vacante

Placements24 is seeking a Remote Guest Relations Specialist for a rapidly expanding international hospitality brand. You will be the first point of contact for guest inquiries, feedback, and concerns, delivering exceptional support from a fully remote setup.

In this role, you will handle inquiries via email, chat, and social media, provide information on services and local attractions, and log interactions in the CRM.

Formación

• Experience in customer service/guest relations or hospitality.
• Excellent written and verbal communication in English.
• Ability to work independently in remote environment.
• Proficiency with CRM software and digital communication tools.

Responsabilidades

• Respond promptly and professionally to guest inquiries, comments, and complaints received via email, chat, and social media platforms.
• Provide detailed information about services, amenities, and local attractions.
• Resolve guest issues and concerns effectively, escalating complex cases to the appropriate departments when necessary.
• Maintain accurate records of guest interactions and feedback in the CRM system.
• Proactively seek opportunities to enhance the guest experience and foster loyalty.
• Collaborate with the marketing team to gather insights for service improvement.
• Adhere to company policies and service standards in all interactions.
• Contribute to building a strong online reputation for the brand.
• Assist with special projects as assigned by the Guest Relations Manager.

Conocimientos

Excellent English communication

Remote work experience

Customer-centric mindset

CRM proficiency

Herramientas

CRM software

Chat/Email platforms

Descripción del empleo

About the Role

Our client, a rapidly expanding international hospitality brand, is seeking a dedicated and empathetic Remote Guest Relations Specialist. This fully remote position is crucial for maintaining and enhancing our guest relationships through various digital channels. You will be the first point of contact for guest inquiries, feedback, and concerns, providing exceptional support and ensuring a positive experience, regardless of their location. This role requires excellent communication skills, a passion for service, and the ability to work independently in a remote setting. You will play a vital role in shaping the perception of our brand globally, interacting with guests from diverse backgrounds.

Key Responsibilities

• Respond promptly and professionally to guest inquiries, comments, and complaints received via email, chat, and social media platforms.
• Provide detailed information about services, amenities, and local attractions.
• Resolve guest issues and concerns effectively, escalating complex cases to the appropriate departments when necessary.
• Maintain accurate records of guest interactions and feedback in the CRM system.
• Proactively seek opportunities to enhance the guest experience and foster loyalty.
• Collaborate with the marketing team to gather insights for service improvement.
• Adhere to company policies and service standards in all interactions.
• Contribute to building a strong online reputation for the brand.
• Assist with special projects as assigned by the Guest Relations Manager.

Requirements

• Proven experience in a customer service, guest relations, or hospitality role, preferably with remote work experience.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency in using CRM software and digital communication tools.
• Ability to work independently, manage time effectively, and meet deadlines in a remote environment.
• High level of empathy, patience, and professionalism.
• Must have a reliable internet connection and a dedicated, quiet workspace.
• Availability to work flexible hours, potentially including evenings or weekends, to cover different time zones.
• Must be legally eligible to work remotely for our client from South Africa.

Benefits

• Competitive annual salary.
• Opportunity to work fully remotely from the comfort of your own home.
• Comprehensive training and support provided.
• Career development opportunities within a growing global company.
• Flexible working hours within operational needs.
• Contribute to a positive and engaging guest experience worldwide.