Senior Guest Experience Lead (Remote, Data-Driven)

Placements24; Pietermaritzburg; Hybrid; ZAR 700,000 - 950,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Paid time off & holidays

Professional development

Remote work tools

Collaborative virtual environment

Job summary

Placements24 is seeking a Senior Guest Experience Manager to lead guest journey enhancements and strategy in a fully remote role. You will manage a remote team, analyze feedback, and collaborate with marketing, sales and operations to ensure outstanding service across all touchpoints.

This position requires a hospitality or related degree with 5-7 years of experience, strong leadership, and a data-driven approach to drive guest satisfaction and loyalty from a home office in South Africa.

Qualifications

• Bachelor's degree in Hospitality Management or related field.
• 5-7 years in guest experience management or similar role in hospitality or travel.
• Proven track record implementing guest experience strategies leading to measurable improvements.
• Exceptional leadership and experience leading remote teams.
• Strong analytical and data-driven approach to decisions.
• Excellent communication and presentation skills.
• Familiarity with CRM software and hospitality tech.

Responsibilities

• Develop and execute guest experience strategies aligned with brand values.
• Oversee the guest journey and identify opportunities for improvement.
• Mentor and manage a remote team of guest relations specialists.
• Analyze guest feedback and market trends to drive enhancements.
• Collaborate with marketing, sales and ops for cohesive experiences.
• Design and deliver staff training on guest interaction and service recovery.

Skills

Guest experience strategy

Remote team leadership

CRM software

Data-driven decision making

Communication skills

Hospitality industry knowledge

Education

Bachelor's degree in Hospitality Management

Job description

Placements24 is seeking a Senior Guest Experience Manager to lead guest journey enhancements and strategy in a fully remote role. You will manage a remote team, analyze feedback, and collaborate with marketing, sales and operations to ensure outstanding service across all touchpoints.

This position requires a hospitality or related degree with 5-7 years of experience, strong leadership, and a data-driven approach to drive guest satisfaction and loyalty from a home office in South Africa.