Remote Senior Guest Experience Leader

Placements24; KwaZulu-Natal; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Remote work SA

Bonuses

Home office support

Development programs

Collaborative culture

Career growth

Job summary

Placements24 is seeking a Senior Guest Experience Manager to lead remote guest experience initiatives across digital touchpoints. This role focuses on developing strategies that elevate satisfaction, loyalty, and service delivery from a home office.

The ideal candidate has 5–7 years in guest relations within hospitality, strong communication, and proven ability to drive improvements in a remote-first environment. Remote work from anywhere in South Africa is offered.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5–7 years in guest relations or customer experience roles within hospitality.
• Proven track record of developing and executing guest experience strategies.
• Strong analytical, problem-solving and decision-making skills.
• Proficient in CRM software and customer feedback analysis tools.
• Excellent written and verbal communication; able to engage diverse stakeholders.
• Ability to lead remote teams and work independently on multiple projects.
• Passion for delivering outstanding customer service and continuous improvement.

Responsibilities

• Design and implement guest experience strategies across platforms.
• Analyze guest feedback and data to identify improvements.
• Develop and manage customer loyalty programs.
• Train and mentor remote-based customer service teams.
• Collaborate with marketing and operations to align initiatives.
• Monitor industry trends and competitor activities.
• Manage online reputation and social media engagement.
• Maintain SOPs for guest service excellence.
• Report performance metrics to senior management.
• Champion service excellence throughout the organization.

Skills

Remote leadership

Communication

Analytical thinking

Digital marketing understanding

Independent work

Education

Bachelor's degree in Hospitality Management or related field

Tools

CRM software

Customer feedback tools

Job description

Placements24 is seeking a Senior Guest Experience Manager to lead remote guest experience initiatives across digital touchpoints. This role focuses on developing strategies that elevate satisfaction, loyalty, and service delivery from a home office.

The ideal candidate has 5–7 years in guest relations within hospitality, strong communication, and proven ability to drive improvements in a remote-first environment. Remote work from anywhere in South Africa is offered.