Remote Luxury Guest Experience Leader

Placements24; Mossel Bay; Hybrid; ZAR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote work environment

Career development opportunities

Renowned luxury brand

Job summary

Placements24 is seeking a Guest Experience Manager for a prestigious collection of luxury coastal properties. This fully remote role focuses on elevating the guest journey, designing service standards, and coordinating with on-site teams to anticipate needs.

The ideal candidate brings at least 5 years in luxury hospitality (3+ in guest relations or front office), strong analytical skills, and mastery of CRM and feedback platforms.

Qualifications

• Minimum 5 years in luxury hospitality with 3+ in guest relations or front office management.
• Ability to design and launch successful guest experience programs.
• Strong understanding of luxury service standards and guest expectations.
• Excellent remote communication and data-driven decision making.
• Bachelor's degree in Hospitality/Marketing or related field preferred.

Responsibilities

• Develop and implement a comprehensive guest experience strategy across all properties.
• Monitor and analyze guest feedback from surveys, reviews, and direct communication.
• Create and refine service standards and protocols to ensure consistent luxury experiences.
• Proactively identify opportunities to enhance guest satisfaction and personalize stays.
• Coordinate with on-site teams to ensure seamless service delivery.
• Handle and resolve escalated guest issues with professionalism and efficiency.
• Train and coach remote and on-site staff on guest service best practices.
• Develop and manage loyalty programs and initiatives to foster repeat business.
• Stay updated on luxury hospitality trends and competitor guest experience strategies.
• Report on key guest satisfaction metrics and identify areas for improvement.

Skills

Guest experience strategy

Customer service excellence

Analytical thinking

Remote collaboration

Communication skills

CRM software proficiency

Education

Bachelor's degree in Hospitality Management, Marketing, or related field

Tools

CRM platforms

Feedback platforms

Job description

Placements24 is seeking a Guest Experience Manager for a prestigious collection of luxury coastal properties. This fully remote role focuses on elevating the guest journey, designing service standards, and coordinating with on-site teams to anticipate needs.

The ideal candidate brings at least 5 years in luxury hospitality (3+ in guest relations or front office), strong analytical skills, and mastery of CRM and feedback platforms.