Remote Senior Guest Experience Leader

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

Benefits offered by this job

Competitive salary with incentives

Remote work

Health and wellness programs

Professional development opportunities

Supportive remote culture

Job summary

Placements24 is seeking a Senior Guest Relations Manager to lead our client’s customer engagement initiatives in a fully remote role across South Africa. You will shape the guest experience strategy, ensure service excellence across digital touchpoints, and drive loyalty through strategic relationship management and data-driven insights.

You will manage a remote team, analyze guest feedback, resolve escalations with empathy, and collaborate with marketing and operations to maintain brand

Qualifications

• Minimum 5 years of guest relations, customer success, or related field experience.
• Experience managing remote teams and implementing service improvements.
• Strong analytical skills with ability to translate data into actions.
• Excellent communication, interpersonal, and conflict resolution skills.
• Bachelor's degree in Hospitality Management, Business Administration, or related field.

Responsibilities

• Develop and implement guest relations strategies to enhance satisfaction and retention.
• Manage and mentor a remote team of guest relations specialists.
• Analyze guest feedback and operational data to identify improvements.
• Oversee the resolution of complex guest issues with empathy and efficiency.
• Collaborate with marketing and operations to ensure brand consistency and service excellence.

Skills

Remote team leadership

Data-driven decisions

CRM proficiency

Communication

Analytical thinking

Education

Bachelor's degree in Hospitality Management

Tools

CRM software

Job description

Placements24 is seeking a Senior Guest Relations Manager to lead our client’s customer engagement initiatives in a fully remote role across South Africa. You will shape the guest experience strategy, ensure service excellence across digital touchpoints, and drive loyalty through strategic relationship management and data-driven insights.

You will manage a remote team, analyze guest feedback, resolve escalations with empathy, and collaborate with marketing and operations to maintain brand