Remote Senior Guest Experience Leader

Placements24; Johannesburg; Hybrid; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Home office stipend

Flexible working hours

Remote-first culture

Professional development opportunities

Job summary

Placements24 in South Africa is seeking a Senior Guest Experience Manager to lead remote guest journeys across multiple properties and drive exceptional service. You will design strategies, mentor staff, and leverage data to improve guest satisfaction and loyalty while collaborating with marketing and operations to deliver personalized experiences.

The role requires a strong hospitality background, proficiency with PMS and CRM systems, and proven remote leadership to maintain high standards

Qualifications

• Minimum 5 years in a senior hospitality role focusing on guest relations.
• Experience developing and executing guest experience strategies.
• Strong knowledge of customer service principles in hospitality.
• Proficient with PMS and CRM systems.
• Excellent communication and leadership for remote teams.

Responsibilities

• Develop and implement guest experience strategies aligned with objectives.
• Analyze guest feedback and data to identify improvements.
• Train and mentor staff on service standards and problem-solving.
• Manage online reputation and respond to reviews.
• Collaborate with marketing and ops to create personalized experiences and loyalty programs.
• Oversee implementation of new technologies and service enhancements.
• Conduct remote quality assurance checks and report to senior management.
• Escalate complex guest issues for swift resolution.

Skills

Guest experience strategy

Leadership

Communication

Data analysis

Problem solving

Remote team management

Education

Bachelor's degree

Tools

PMS

CRM software

Job description

Placements24 in South Africa is seeking a Senior Guest Experience Manager to lead remote guest journeys across multiple properties and drive exceptional service. You will design strategies, mentor staff, and leverage data to improve guest satisfaction and loyalty while collaborating with marketing and operations to deliver personalized experiences.

The role requires a strong hospitality background, proficiency with PMS and CRM systems, and proven remote leadership to maintain high standards