Senior Guest Experience Manager (Remote)

Placements24; KwaZulu-Natal; Remote; ZAR 600,000 - 900,000; Full time

Benefits offered by this job

Remote work SA

Bonuses

Home office support

Development programs

Collaborative culture

Career growth

Job summary

Placements24 is seeking a Senior Guest Experience Manager to lead remote guest experience initiatives across digital touchpoints. This role focuses on developing strategies that elevate satisfaction, loyalty, and service delivery from a home office.

The ideal candidate has 5–7 years in guest relations within hospitality, strong communication, and proven ability to drive improvements in a remote-first environment. Remote work from anywhere in South Africa is offered.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5–7 years in guest relations or customer experience roles within hospitality.
• Proven track record of developing and executing guest experience strategies.
• Strong analytical, problem-solving and decision-making skills.
• Proficient in CRM software and customer feedback analysis tools.
• Excellent written and verbal communication; able to engage diverse stakeholders.
• Ability to lead remote teams and work independently on multiple projects.
• Passion for delivering outstanding customer service and continuous improvement.

Responsibilities

• Design and implement guest experience strategies across platforms.
• Analyze guest feedback and data to identify improvements.
• Develop and manage customer loyalty programs.
• Train and mentor remote-based customer service teams.
• Collaborate with marketing and operations to align initiatives.
• Monitor industry trends and competitor activities.
• Manage online reputation and social media engagement.
• Maintain SOPs for guest service excellence.
• Report performance metrics to senior management.
• Champion service excellence throughout the organization.

Skills

Remote leadership

Communication

Analytical thinking

Digital marketing understanding

Independent work

Education

Bachelor's degree in Hospitality Management or related field

Tools

CRM software

Customer feedback tools

Job description

About the Role

Our client is a leading innovator in the hospitality sector, dedicated to crafting unparalleled guest experiences. We are seeking a highly motivated and experienced Senior Guest Experience Manager to join our fully remote team. This pivotal role will focus on developing, implementing, and refining strategies that elevate customer satisfaction and loyalty across all our digital touchpoints and service offerings. You will be instrumental in shaping the future of hospitality by championing best practices in guest engagement and service delivery from the comfort of your home office. The ideal candidate possesses a deep understanding of the hospitality landscape, exceptional communication skills, and a proven ability to drive positive outcomes in a remote-first environment. This is an exciting opportunity to make a significant impact within a dynamic and forward-thinking organization.

Key Responsibilities

• Design and implement comprehensive guest experience strategies across various platforms.
• Analyze guest feedback and data to identify areas for improvement and innovation.
• Develop and manage customer loyalty programs and initiatives.
• Train and mentor remote-based customer service teams to ensure consistent service delivery.
• Collaborate with marketing and operations teams to align guest experience initiatives with business goals.
• Monitor industry trends and competitor activities to maintain a competitive edge.
• Manage online reputation and social media engagement related to guest satisfaction.
• Develop and maintain standard operating procedures for guest service excellence.
• Conduct regular performance reviews of guest experience metrics and report findings to senior management.
• Champion a culture of service excellence throughout the organization.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 5-7 years of experience in guest relations, customer experience management, or a similar role within the hospitality industry.
• Proven track record of successfully developing and executing guest experience strategies.
• Exceptional analytical, problem-solving, and decision-making skills.
• Proficiency in CRM software and customer feedback analysis tools.
• Excellent written and verbal communication skills, with the ability to engage diverse stakeholders.
• Demonstrated ability to lead and inspire remote teams.
• Strong understanding of digital marketing and social media best practices.
• Ability to work independently and manage multiple projects simultaneously in a remote setting.
• Passion for delivering outstanding customer service and a commitment to continuous improvement.

Benefits

• Competitive annual salary package.
• Opportunity to work remotely from anywhere in South Africa.
• Access to professional development and training programs.
• Contribution to a dynamic and growing company culture.
• Generous performance-based bonuses.
• Comprehensive support for home office setup.
• A collaborative and inclusive work environment.
• Potential for career advancement within the organization.