Remote Guest Relations Manager

About the Role

Our client is seeking a dedicated and empathetic Remote Guest Relations Manager to enhance the guest experience for their online platforms and services, based out of Leeds, West Yorkshire . In this fully remote position, you will be the primary point of contact for guest inquiries, feedback, and issue resolution, ensuring a consistently high level of satisfaction. You will play a crucial role in shaping guest loyalty and advocating for guest needs internally. This role is ideal for someone passionate about service excellence and adept at managing relationships through digital channels.

Key Responsibilities

• Manage and respond to guest inquiries via email, chat, and phone, providing timely and accurate information.
• Address and resolve guest complaints and issues with professionalism and efficiency, aiming for first-contact resolution.
• Proactively seek guest feedback to identify areas for service improvement and product enhancement.
• Maintain detailed records of guest interactions and feedback in the CRM system.
• Collaborate with other departments to ensure guest needs are met and issues are escalated appropriately.
• Develop and implement strategies to enhance guest loyalty and encourage positive reviews.

Requirements

• Proven experience in guest relations, customer service, or a similar client-facing role.
• Excellent written and verbal communication skills, with the ability to convey empathy and professionalism.
• Strong problem-solving abilities and a knack for de-escalating difficult situations.
• Proficiency in CRM software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• A genuine passion for hospitality and delivering outstanding service.

Benefits

• Competitive remote salary and potential for performance bonuses.
• Flexible working hours to accommodate a remote lifestyle.
• Opportunities for professional development and training in customer experience management.
• Access to online wellness programs and resources.
• A supportive remote team culture focused on collaboration and mutual success.