Senior Remote Guest Experience Architect

Placements24; George; Hybrid; ZAR 600.000 - 900.000; Vollzeit

Benefits dieser Stelle

Home office stipend

Flexible remote work setup

Travel discounts

Zusammenfassung

Placements24 is seeking a Guest Experience Strategist to join a fully remote team. Based remotely, you will craft and implement strategies that elevate every guest touchpoint, from booking through post-stay, using consumer psychology and service design to boost satisfaction and loyalty.

You will research guest preferences, collaborate with marketing, product, and support teams, develop feedback mechanisms, and create personalized communications and loyalty initiatives.

Qualifikationen

• Minimum 6 years in customer experience, guest relations, or similar in hospitality/tourism.
• Proven ability to design and execute guest experience strategies that boost satisfaction and loyalty.
• Strong analytical skills for analyzing feedback, surveys, and journey maps.
• Excellent creative thinking and problem-solving abilities.
• Excellent communication, presentation, and interpersonal skills; comfortable remote work.
• Bachelor's degree in Marketing, Hospitality Management, Psychology, or related field.
• Able to work independently and manage multiple projects remotely.

Aufgaben

• Design and implement innovative strategies to enhance the end-to-end guest journey, from initial booking to post-stay engagement.
• Conduct in-depth research on guest preferences, market trends, and competitor offerings to identify opportunities for improvement.
• Collaborate with cross-functional teams, including marketing, product development, and customer support, to ensure a cohesive guest experience.
• Develop and manage customer feedback mechanisms, analyzing data to drive service enhancements and address pain points.
• Create compelling guest communications, personalized offers, and loyalty programs.
• Train and empower frontline staff (where applicable or remotely) on service excellence standards and best practices.
• Identify and leverage technology solutions to optimize guest interactions and streamline service delivery.
• Monitor key performance indicators (KPIs) related to guest satisfaction, retention, and advocacy.
• Develop and maintain a comprehensive knowledge base of the customer journey for internal reference and training.
• Champion a customer-centric culture throughout the organization.

Kenntnisse

Guest experience strategy

Analytical skills

Communication & presentation

Interpersonal skills

Remote work discipline

Ausbildung

Bachelor's degree in Marketing, Hospitality Management, Psychology, or related field

Tools

CRM platforms

Jobbeschreibung

Placements24 is seeking a Guest Experience Strategist to join a fully remote team. Based remotely, you will craft and implement strategies that elevate every guest touchpoint, from booking through post-stay, using consumer psychology and service design to boost satisfaction and loyalty.

You will research guest preferences, collaborate with marketing, product, and support teams, develop feedback mechanisms, and create personalized communications and loyalty initiatives.