Remote Lead - Guest Experience & Relations

Placements24; Gauteng; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive salary

Health, dental and vision coverage

Career development

Flexible remote hours

Remote team culture

Job summary

Placements24 is seeking a Lead Hospitality Guest Relations Specialist to spearhead remote guest experience initiatives. You will set service standards, manage a remote team, and ensure personalized support across all touchpoints, delivering exceptional experiences for guests in a virtual environment.

The role emphasizes leadership, CRM-driven processes, and proactive guest engagement within the hospitality and tourism sector.

Qualifications

• 5+ years in guest relations or customer service within hospitality or tourism.
• Proven experience in leading remote teams.
• Excellent communication and problem-solving skills; fluent English.

Responsibilities

• Lead a remote team of guest relations specialists with training and feedback.
• Develop guest engagement strategies and virtual service offerings.
• Manage complex inquiries, complaints, and requests with empathy.
• Monitor feedback channels and drive service improvements with other departments.
• Create and maintain guest profiles and logs in the CRM.
• Champion guest-centric culture and ensure seamless virtual experiences.

Skills

Leadership

Remote team management

Communication

Problem solving

Customer service

Education

Diploma or degree in Hospitality Management

Tools

CRM software

Video conferencing tools

Job description

Placements24 is seeking a Lead Hospitality Guest Relations Specialist to spearhead remote guest experience initiatives. You will set service standards, manage a remote team, and ensure personalized support across all touchpoints, delivering exceptional experiences for guests in a virtual environment.

The role emphasizes leadership, CRM-driven processes, and proactive guest engagement within the hospitality and tourism sector.