Senior Guest Experience Lead (Remote)

Placements24; South Africa; Remote; ZAR 900,000 - 1,100,000; Full time

Benefits offered by this job

Remote work benefits

Health insurance

Paid time off

Professional development opportunities

Job summary

Placements24, on behalf of our client, seeks a Senior Guest Relations Manager to join a fully remote global travel services team. You will proactively manage guest inquiries, resolve complex issues and drive satisfaction across properties.

The role emphasizes hospitality expertise, strong communication, remote collaboration, and mentoring junior staff, with opportunities to influence guest journeys and protect the company’s reputation.

Qualifications

• 5+ years’ experience in guest relations or hospitality customer service management.
• Ability to handle escalations and achieve high satisfaction.
• Excellent written and verbal communication; professional tone.
• Strong problem-solving and decision-making abilities.
• Experience using CRM systems and online tools (Slack, Zoom, Zendesk).
• Experience working in a remote team.
• Bachelor’s degree in Hospitality Management, Communications, or related field preferred.

Responsibilities

• Serve as primary contact for escalated guest inquiries and complex issues.
• Develop strategies to boost guest satisfaction and loyalty programs.
• Coordinate with partner properties to maintain service standards.
• Analyze guest feedback and data to identify trends.
• Train and mentor junior staff, fostering excellence and empathy.
• Manage online reputation and respond to reviews.
• Develop guest service protocols and templates.
• Collaborate with operations, marketing, technology to improve guest journey.
• Identify potential issues and implement preventative measures.
• Support a positive remote work culture.

Skills

Guest relations

Customer service management

Communication skills

Problem-solving

Remote work

CRM systems

Education

Bachelor's degree in Hospitality Management

Tools

Slack

Zoom

Zendesk

Job description

Placements24, on behalf of our client, seeks a Senior Guest Relations Manager to join a fully remote global travel services team. You will proactively manage guest inquiries, resolve complex issues and drive satisfaction across properties.

The role emphasizes hospitality expertise, strong communication, remote collaboration, and mentoring junior staff, with opportunities to influence guest journeys and protect the company’s reputation.