Senior Guest Experience Manager (Remote)

Placements24; Cape Town; Hybrid; ZAR 700,000 - 1,000,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

Remote work

Job summary

Placements24 seeks a Senior Guest Experience Manager to lead customer-centric initiatives in a fully remote role. You will design, refine strategies to ensure exceptional guest journeys across touchpoints, champion the voice of the customer, and collaborate with marketing, operations and product teams.

A strong hospitality background and proven CX leadership are essential. You will analyze feedback, oversee training programs, and drive service excellence while fostering loyalty and innovation in

Qualifications

• Master's degree required in a related field.
• 7+ years in guest relations or customer experience in hospitality or tourism.
• Proven success in developing and implementing CX strategies.
• Exceptional communication, interpersonal and problem-solving skills.
• Ability to work autonomously and manage multiple projects remotely.
• Experience with CRM systems and feedback analysis tools.

Responsibilities

• Develop and execute a comprehensive guest experience strategy aligned with company objectives.
• Analyze guest feedback from surveys, reviews, and direct interactions to identify improvement areas.
• Design and implement staff training to enhance customer service and brand standards.
• Collaborate with marketing, operations, and product teams to ensure a cohesive guest journey.
• Manage and resolve escalated guest issues professionally and efficiently.
• Stay updated on industry best practices and trends in guest experience management.

Skills

Communication

Problem solving

Team collaboration

Autonomy

Remote work

Education

Master's degree in Hospitality Management/Business/Marketing

Tools

CRM systems

Job description

Our client is looking for a highly motivated and experienced Senior Guest Experience Manager to lead their customer-centric initiatives. This is a fully remote position where you will design, implement, and refine strategies to ensure exceptional guest experiences across all touchpoints. You will champion the voice of the customer, analyze feedback, and collaborate with various departments to drive service excellence and loyalty. The ideal candidate possesses a deep understanding of hospitality standards and a passion for creating memorable journeys for every guest, contributing to the company's reputation as a leader in guest satisfaction and operational innovation.

Key Responsibilities

• Develop and execute a comprehensive guest experience strategy aligned with company objectives.
• Analyze guest feedback data from surveys, reviews, and direct interactions to identify areas for improvement.
• Design and implement training programs for staff focused on enhancing customer service skills and brand standards.
• Collaborate with marketing, operations, and product development teams to ensure a cohesive guest journey.
• Manage and resolve escalated guest issues with professionalism and efficiency.
• Stay abreast of industry best practices and emerging trends in guest experience management.

Requirements

• Master's degree in Hospitality Management, Business, Marketing, or a related field.
• At least 7 years of experience in guest relations, customer experience, or a similar role within the hospitality or tourism industry.
• Proven success in developing and implementing impactful customer experience strategies.
• Exceptional communication, interpersonal, and problem-solving skills.
• Ability to work autonomously and manage multiple projects in a remote setting.
• Experience with customer relationship management (CRM) systems and feedback analysis tools.

Benefits

• Competitive salary and annual bonus structure.
• Opportunity to work remotely from any location.
• Generous health, dental, and vision insurance plans.
• Paid time off and company holidays.
• Access to professional development resources and workshops.