Senior Guest Relations Manager (Remote)

Placements24; South Africa; Remote; ZAR 900,000 - 1,100,000; Full time

Benefits offered by this job

Remote work benefits

Health insurance

Paid time off

Professional development opportunities

Job summary

Placements24, on behalf of our client, seeks a Senior Guest Relations Manager to join a fully remote global travel services team. You will proactively manage guest inquiries, resolve complex issues and drive satisfaction across properties.

The role emphasizes hospitality expertise, strong communication, remote collaboration, and mentoring junior staff, with opportunities to influence guest journeys and protect the company’s reputation.

Qualifications

• 5+ years’ experience in guest relations or hospitality customer service management.
• Ability to handle escalations and achieve high satisfaction.
• Excellent written and verbal communication; professional tone.
• Strong problem-solving and decision-making abilities.
• Experience using CRM systems and online tools (Slack, Zoom, Zendesk).
• Experience working in a remote team.
• Bachelor’s degree in Hospitality Management, Communications, or related field preferred.

Responsibilities

• Serve as primary contact for escalated guest inquiries and complex issues.
• Develop strategies to boost guest satisfaction and loyalty programs.
• Coordinate with partner properties to maintain service standards.
• Analyze guest feedback and data to identify trends.
• Train and mentor junior staff, fostering excellence and empathy.
• Manage online reputation and respond to reviews.
• Develop guest service protocols and templates.
• Collaborate with operations, marketing, technology to improve guest journey.
• Identify potential issues and implement preventative measures.
• Support a positive remote work culture.

Skills

Guest relations

Customer service management

Communication skills

Problem-solving

Remote work

CRM systems

Education

Bachelor's degree in Hospitality Management

Tools

Slack

Zoom

Zendesk

Job description

About the Role

Our client, a global leader in online travel services, is looking for a Senior Guest Relations Manager to join their fully remote team. This critical role focuses on enhancing the customer experience by proactively managing guest inquiries, resolving complex issues, and ensuring satisfaction across their diverse portfolio of properties. The ideal candidate will have extensive experience in hospitality guest services, exceptional communication skills, and the ability to thrive in a remote work environment. This position plays a vital role in maintaining our client's reputation for outstanding service, regardless of geographic location, supporting guests and partner properties across various regions.

Key Responsibilities

• Serve as a primary point of contact for escalated guest inquiries and complex service issues.
• Develop and implement strategies to improve guest satisfaction and loyalty programs.
• Liaise effectively with partner properties to ensure consistent service standards and prompt resolution of issues.
• Analyze guest feedback and operational data to identify trends and areas for improvement.
• Train and mentor junior guest relations staff, fostering a culture of excellence and empathy.
• Manage online reputation, including responding to reviews on various platforms.
• Develop and update guest service protocols and communication templates.
• Collaborate with internal teams (operations, marketing, technology) to enhance the overall guest journey.
• Proactively identify potential guest issues and implement preventative measures.
• Contribute to the development of a positive and engaging remote work culture.

Requirements

• Minimum of 5 years of experience in guest relations, customer service management, or a similar role within the hospitality industry.
• Proven ability to handle complex customer escalations and achieve high satisfaction rates.
• Excellent written and verbal communication skills, with the ability to convey information clearly and professionally.
• Strong problem-solving and decision-making abilities.
• Proficiency in using CRM systems and various online communication tools (e.g., Slack, Zoom, Zendesk).
• Experience working effectively in a remote team environment.
• Self-motivated, highly organized, and able to manage time effectively.
• Ability to empathize with guests and demonstrate a strong customer-centric approach.
• Knowledge of online travel agencies (OTAs) and property management systems is a plus.
• Bachelor's degree in Hospitality Management, Communications, or a related field is preferred.

Benefits

• Our client offers a competitive salary, performance-based bonuses, and a comprehensive remote work benefits package including health insurance, paid time off, and professional development opportunities.
• This role provides the flexibility of working from home, allowing for a better work-life balance, while being an integral part of a dynamic global team.
• The position supports a wide range of travel and hospitality services, offering a broad scope for impact and career progression.