Senior Guest Experience Manager

Placements24; Johannesburg; Híbrido; ZAR 600.000 - 900.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Home office stipend

Flexible working hours

Remote-first culture

Professional development opportunities

Descripción de la vacante

Placements24 in South Africa is seeking a Senior Guest Experience Manager to lead remote guest journeys across multiple properties and drive exceptional service. You will design strategies, mentor staff, and leverage data to improve guest satisfaction and loyalty while collaborating with marketing and operations to deliver personalized experiences.

The role requires a strong hospitality background, proficiency with PMS and CRM systems, and proven remote leadership to maintain high standards

Formación

• Minimum 5 years in a senior hospitality role focusing on guest relations.
• Experience developing and executing guest experience strategies.
• Strong knowledge of customer service principles in hospitality.
• Proficient with PMS and CRM systems.
• Excellent communication and leadership for remote teams.

Responsabilidades

• Develop and implement guest experience strategies aligned with objectives.
• Analyze guest feedback and data to identify improvements.
• Train and mentor staff on service standards and problem-solving.
• Manage online reputation and respond to reviews.
• Collaborate with marketing and ops to create personalized experiences and loyalty programs.
• Oversee implementation of new technologies and service enhancements.
• Conduct remote quality assurance checks and report to senior management.
• Escalate complex guest issues for swift resolution.

Conocimientos

Guest experience strategy

Leadership

Communication

Data analysis

Problem solving

Remote team management

Educación

Bachelor's degree

Herramientas

PMS

CRM software

Descripción del empleo

About the Role

Our client, a leader in the hospitality sector, is seeking a highly motivated and experienced Senior Guest Experience Manager to join their dynamic team. This is a fully remote position, offering the flexibility to work from anywhere within South Africa. The ideal candidate will be passionate about delivering exceptional service, driving customer satisfaction, and implementing innovative strategies to enhance the overall guest journey. You will be instrumental in shaping the guest experience across multiple properties, ensuring consistency and exceeding expectations. This role requires a proactive approach, excellent communication skills, and a deep understanding of hospitality best practices. We are committed to fostering a remote-first culture, providing robust support and opportunities for growth for our distributed team members. If you are a strategic thinker with a proven track record in hospitality management and a desire to innovate, this is an excellent opportunity to make a significant impact.

Key Responsibilities

• Develop and implement comprehensive guest experience strategies aligned with company objectives.
• Analyze guest feedback and operational data to identify areas for improvement and implement corrective actions.
• Train and mentor hotel staff on service standards, empathy, and problem-solving techniques to ensure consistent delivery of high-quality service.
• Manage online reputation and actively respond to reviews across various platforms.
• Collaborate with marketing and operations teams to create personalized guest experiences and loyalty programs.
• Oversee the implementation of new technologies and service enhancements to improve guest satisfaction.
• Conduct regular remote quality assurance checks and provide detailed reports to senior management.
• Act as a point of escalation for complex guest issues, ensuring swift and satisfactory resolution.

Requirements

• Minimum of 5 years of experience in a senior role within the hospitality industry, with a strong focus on guest relations and service excellence.
• Proven ability to develop and execute successful guest experience strategies.
• Excellent understanding of customer service principles and best practices in the hospitality sector.
• Proficiency in using property management systems (PMS) and customer relationship management (CRM) software.
• Strong analytical and problem-solving skills, with the ability to interpret data and trends.
• Exceptional communication, interpersonal, and leadership skills, essential for managing a remote team and liaising with stakeholders.
• Demonstrated experience in managing online reputation and social media engagement.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
• Must be comfortable and effective working in a fully remote environment.

Benefits

• Our client offers a competitive salary package, performance-based bonuses, and comprehensive health insurance.
• As a remote-first company, we provide a generous home office stipend, opportunities for continuous professional development, and a supportive virtual work environment.
• You'll have the chance to work with a diverse and international team, contributing to innovative projects that redefine hospitality.
• Enjoy flexible working hours and the autonomy to manage your schedule effectively.