Remote Guest Services and Complaints Resolution Agent - UK-Based Property

Pay

ZAR 25000 - 26000 Monthly

Type

Permanent

Sector

Hospitality & Catering

Closes

in 30 days

Recruiter

Hospitality Jobs Africa · All jobs at Hospitality Jobs Africa

About the role

Remote Guest Services and Complaints Resolution Agent - UK-Based Property South African Applicants Only | Fully Remote Salary: R26 000 per month, negotiable based on experience Employment Type: Full-time The main purpose of this position is to manage and resolve guest complaints. Applicants must have previous guest-services, front-office or reservations experience within a hotel, serviced apartment or aparthotel environment, together with proven experience handling difficult guests and resolving complaints professionally.

Key Responsibilities

• Manage guest complaints from initial contact through to resolution.
• Respond to guest enquiries via telephone, email and booking platforms.
• Assist with reservations, amendments, cancellations, check-ins and check-outs.
• Liaise with housekeeping, maintenance and operational teams.
• Record guest interactions and escalate urgent matters when required.
• Deliver professional service to international guests.

What they're looking for

Minimum Requirements

• Relevant hotel, aparthotel or serviced-apartment experience.
• Strong complaint-resolution and guest-relations experience.
• Excellent spoken and written English.
• Calm, professional and solutions-focused approach.
• Strong administrative and communication skills.
• Able to work independently and manage a fast-paced workload.
• Available for UK-aligned hours, rotational weekends and occasional later shifts.

Mandatory Remote-Working Requirements

• Windows PC or laptop only – no Macs or Chromebooks.
• Fibre internet with a minimum speed of 20 Mbps upload and download.
• ISP invoice or contract as proof of connection.
• Screenshot of About This PC and an OVH speed test.
• Headset with a clear microphone.
• Reliable power-backup solution.
• Quiet and professional home-working environment.

Working Hours

• Standard: Monday to Friday, 8:30am–5:00pm.
• Weekend rotation every four to five weeks: Long Saturday and Sunday shifts, with Tuesday to Thursday off.
• Later shift every eight to twelve weeks: Tuesday to Thursday, 2:30pm–10:00pm.

Why Apply?

• Fully remote opportunity for South African applicants.
• Join a growing UK hospitality company.
• Supportive, family-run culture.
• International exposure and career-growth potential.