Senior Guest Experience Manager

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

About the Role

About the Role Our client, a leading innovator in the hospitality technology sector, is seeking a highly motivated and experienced Senior Guest Experience Manager to join their dynamic, fully remote team. This pivotal role is designed for an individual passionate about shaping exceptional customer journeys and driving service excellence within the online travel and accommodation space. You will be instrumental in developing and implementing strategies that enhance guest satisfaction, foster loyalty, and uphold our client's reputation for outstanding service. The ideal candidate thrives in a virtual environment, possesses a deep understanding of the hospitality landscape, and excels at building strong relationships with both internal stakeholders and external partners. Your strategic vision and hands-on approach will be crucial in defining and delivering seamless, memorable experiences for guests across all touchpoints. This is an exciting opportunity to make a significant impact from the comfort of your home office.

Key Responsibilities

• Develop and execute comprehensive guest experience strategies aligned with our client's brand values and objectives.
• Oversee the entire guest journey, identifying opportunities for improvement and implementing innovative solutions.
• Manage and mentor a remote team of guest relations specialists, fostering a culture of excellence and continuous learning.
• Analyze guest feedback, operational data, and market trends to drive service enhancements and anticipate guest needs.
• Collaborate with marketing, sales, and operations teams to ensure a cohesive and superior guest experience.
• Design and implement training programs for staff on best practices in guest interaction and service recovery.
• Handle escalated guest complaints with empathy and efficiency, turning potentially negative situations into positive outcomes.
• Stay abreast of emerging technologies and trends in guest experience management and hospitality.
• Prepare regular reports on guest satisfaction metrics, key performance indicators, and strategic initiatives for senior management.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field.
• Minimum of 5-7 years of progressive experience in guest experience management, customer service management, or a similar role within the hospitality or travel industry .
• Proven track record of successfully developing and implementing guest experience strategies that resulted in measurable improvements in satisfaction and loyalty.
• Exceptional leadership and team management skills, with experience leading remote teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Excellent communication, interpersonal, and presentation skills.
• Proficiency in customer relationship management (CRM) software and relevant hospitality technology platforms.
• Ability to work independently and collaboratively in a fast-paced, fully remote environment.
• Demonstrated passion for delivering outstanding service and creating memorable guest experiences.

Benefits

• Competitive annual salary of R .
• Comprehensive health insurance coverage.
• Generous paid time off and holiday allowance.
• Opportunities for professional development and career advancement.
• Access to cutting-edge remote work tools and resources.
• Collaborative and supportive virtual work environment.

The flexibility and autonomy of a fully remote position, allowing you to work from Pietermaritzburg, KwaZulu-Natal, ZA or anywhere within the designated remote work region.