Remote Senior Guest Experience & Loyalty Lead

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

Benefits offered by this job

Competitive salary

Remote work

Health benefits

Professional development

Flexible schedule

Job summary

Placements24 is seeking a highly experienced Senior Guest Relations Manager to lead our remote guest engagement strategy in the hospitality sector from Pietermaritzburg. You will drive excellence in service delivery, loyalty initiatives, and cross-functional collaboration.

You will manage a remote team of guest relations specialists, analyze feedback, and report insights to senior management, ensuring top-tier guest experiences across a global clientele.

Qualifications

• 7+ years in guest relations or related field within Hospitality & Tourism.
• Proven experience leading remote teams and customer-centric strategies.
• Excellent communication, interpersonal and problem-solving skills.

Responsibilities

• Develop and implement guest relations strategies to elevate the guest experience.
• Lead and mentor a remote team of guest relations specialists.
• Analyze guest feedback and data to identify improvement areas and drive actions.
• Oversee resolution of guest complaints with timely outcomes.
• Collaborate with marketing and operations to align initiatives with business goals.
• Create reports on guest satisfaction metrics and team performance for senior management.

Skills

Remote team leadership

Customer service management

CRM proficiency

Data analysis

Communication skills

Education

Bachelor's degree in Hospitality Management or related field

Tools

CRM software

Job description

Placements24 is seeking a highly experienced Senior Guest Relations Manager to lead our remote guest engagement strategy in the hospitality sector from Pietermaritzburg. You will drive excellence in service delivery, loyalty initiatives, and cross-functional collaboration.

You will manage a remote team of guest relations specialists, analyze feedback, and report insights to senior management, ensuring top-tier guest experiences across a global clientele.