Resort Operations Lead: Guest Experience & Logistics

Placements24; South Africa; Remote; ZAR 420,000 - 660,000; Full time

Benefits offered by this job

Competitive salary

Remote in SA

Professional development

Leadership growth

Collaborative culture

Job summary

Placements24 is recruiting a Guest Experience Manager for a renowned hotel group. This fully remote role supports properties across Mossel Bay region and beyond, focusing on elevating guest journeys and service standards.

You will monitor feedback, develop improvements, coach on-site teams, and report insights to management. A hospitality background, strong communication and CRM experience are essential for success in this remote leadership position.

Qualifications

• Bachelor's degree preferred in hospitality management.
• Proven guest relations experience.
• Strong communication and problem-solving skills.
• Experience with CRM and feedback tools.

Responsibilities

• Monitor and analyze guest feedback from online reviews, surveys, and direct communications.
• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Address and resolve guest complaints and issues promptly and effectively, often in coordination with on-site staff.
• Identify trends in guest feedback and recommend operational improvements.
• Train and coach on-site teams on service standards and best practices for guest engagement.
• Create and maintain guest experience standards and protocols.
• Develop and manage guest recognition programs.
• Collaborate with other departments to ensure a seamless and positive guest journey.
• Stay informed about industry best practices in guest experience management.
• Report on key guest experience metrics and insights to management.

Skills

Guest relations

Customer service

Communication

Problem solving

Data analysis

Empathy

Education

Bachelor's degree in Hospitality Management

Tools

CRM systems

Feedback platforms

Data analysis tools

Job description

About the Role

Our client, a renowned hotel group committed to delivering exceptional guest satisfaction, is seeking a dedicated and proactive Guest Experience Manager to join their team on a fully remote basis. This pivotal role focuses on enhancing the overall guest journey, ensuring every guest interaction is positive, memorable, and aligned with luxury service standards. You will be responsible for monitoring guest feedback across various platforms, identifying areas for improvement, and implementing strategies to elevate the guest experience. Working remotely, you will collaborate closely with on-site hotel management teams to uphold service quality and address any guest concerns with speed and efficiency. This is an excellent opportunity for a passionate hospitality professional to make a significant impact on guest loyalty and satisfaction from a remote setting, serving properties in the Mossel Bay region and beyond.

Key Responsibilities

• Monitor and analyze guest feedback from online reviews, surveys, and direct communications.
• Develop and implement strategies to enhance overall guest satisfaction and loyalty.
• Address and resolve guest complaints and issues promptly and effectively, often in coordination with on-site staff.
• Identify trends in guest feedback and recommend operational improvements.
• Train and coach on-site teams on service standards and best practices for guest engagement.
• Create and maintain guest experience standards and protocols.
• Develop and manage guest recognition programs.
• Collaborate with other departments to ensure a seamless and positive guest journey.
• Stay informed about industry best practices in guest experience management.
• Report on key guest experience metrics and insights to management.

Requirements

• Proven experience in guest relations, customer service management, or a similar role within the hospitality industry.
• Demonstrated ability to handle difficult situations with professionalism and empathy.
• Strong understanding of guest satisfaction drivers and service excellence principles.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using feedback platforms, CRM systems, and data analysis tools.
• A passion for creating exceptional guest experiences.
• Bachelor\'s degree in Hospitality Management or a related field is preferred.
• Must have a reliable internet connection and a suitable remote workspace.

Benefits

• Competitive salary and potential for performance-based bonuses.
• The flexibility of a fully remote position based in South Africa.
• Access to professional development resources and training.
• Opportunities for leadership development and career growth.
• A collaborative and supportive remote work environment.