Remote Senior Guest Relations Manager

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

About the Role

Our client is seeking an experienced and dynamic Senior Guest Relations Manager to lead their customer engagement initiatives. This is a fully remote position, allowing you to contribute your expertise from anywhere within South Africa. You will be instrumental in shaping our client's guest experience strategy, ensuring exceptional service standards are met and exceeded across all digital touchpoints. This role demands a proactive approach to problem-solving and a passion for creating memorable experiences for every guest, driving loyalty and positive brand perception through strategic relationship management and data-driven insights, all while working in a supportive, collaborative, and results-oriented remote environment.

Key Responsibilities

• Develop and implement comprehensive guest relations strategies to enhance customer satisfaction and retention.
• Manage and mentor a remote team of guest relations specialists, fostering a high-performance culture.
• Analyze guest feedback and operational data to identify areas for service improvement and innovation.
• Oversee the resolution of complex guest complaints and escalations with empathy and efficiency.
• Collaborate with marketing and operations teams to ensure brand consistency and service excellence.
• Champion best practices in customer relationship management (CRM) and loyalty program management.

Requirements

• Minimum of 5 years of experience in guest relations, customer success, or a related field within the hospitality or tourism sector.
• Proven track record of successfully managing remote teams and implementing service improvement initiatives.
• Strong analytical skills with the ability to interpret data and translate it into actionable strategies.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency in CRM software and other customer engagement platforms.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field.

Benefits

• Competitive annual salary with performance-based incentives.
• Opportunity to work remotely and shape a key customer-facing function.
• Comprehensive health and wellness programs.
• Professional development opportunities and training.
• A supportive and inclusive remote work culture.