Remote Guest Experience Manager (Online)

About the Role

Our client seeks a dedicated and empathetic Remote Guest Experience Manager to enhance online guest satisfaction and manage digital reputation. In this fully remote role, you will be the voice of the guest in the digital space, monitoring online reviews, responding to feedback, and implementing strategies to improve the overall online guest journey. You will work closely with various departments to ensure consistency in service delivery across all touchpoints. This position requires exceptional communication skills and a proactive approach to problem-solving in a remote capacity, ensuring a high standard of service is maintained digitally.

Key Responsibilities

• Monitor and respond to online reviews and guest feedback across platforms (e.g., TripAdvisor, Google, OTAs).

• Develop and implement strategies to improve online guest satisfaction and loyalty.

• Analyze guest feedback data to identify trends and areas for service improvement.

• Collaborate with property management and customer service teams to resolve guest issues.

• Manage the hotel's online reputation and brand image.

• Create and disseminate guest experience guidelines and best practices for remote teams.

Requirements

• Bachelor's degree in Hospitality Management, Communications, or a related field.

• Minimum of 3 years of experience in guest relations, customer service, or online reputation management.

• Exceptional written and verbal communication skills.

• Proficiency in online review management tools and social media platforms.

• Strong analytical skills and the ability to translate feedback into actionable insights.

Benefits

• Competitive salary and potential for performance-based rewards.

• Fully remote position offering flexibility and work-life balance.

• Health, dental, and vision insurance coverage.

• Access to online learning and development resources.

• Make a significant impact on guest satisfaction from anywhere.