Customer Experience

Customer Experience & Sales Manager (Remote – Hospitality / Property Management)

Location: Remote

Salary: ZAR 300,000 – 500,000 per year (based on experience)

Hours: 40 hours per week, including evenings and weekends as required

Job Type: Full-time

About KG Short Stay

KG Short Stay specialises in managing short-term rental properties for owners who want to maximise income without the stress of day-to-day management. We provide full-service solutions — from guest communication and property maintenance to marketing and performance optimisation — helping property investments reach their full potential.

Operating across the UK, our mission is simple: help property owners save time while achieving the best returns on their properties.

We pride ourselves on exceptional service, efficiency, and results.

Role Overview

We're looking for a Customer Experience & Sales Manager to lead our remote customer service team and ensure guests and property owners receive a world-class experience. This role blends leadership, organisation, and customer focus — perfect for someone who is calm under pressure, driven by results, and passionate about hospitality.

You'll lead a remote team, manage performance, and build structured processes that deliver outstanding guest satisfaction, efficient operations, and revenue growth.

Key Responsibilities

• Lead and develop a remote customer service team to deliver consistent, high-quality support.
• Manage daily operations, team rotas, and service performance across all communication channels.
• Handle guest escalations and emergencies with calm professionalism and effective problem-solving.
• Ensure customer queries, complaints, and issues are resolved promptly and to a high standard.
• Drive upsells, booking extensions, and service add-ons to support revenue growth.
• Build and refine systems and SOPs to improve efficiency and customer experience.
• Collaborate with Sales, Operations, and Finance teams to ensure smooth service delivery.
• Maintain alignment with company values, service standards, and performance KPIs.

What You'll Bring

• Leadership & Accountability: Proven experience managing remote customer service or sales teams and driving performance.
• Customer Experience Expertise: Strong record of delivering excellent service in fast-paced, high-volume environments.
• Operational Strength: Highly organised with experience creating and refining team systems and workflows.
• Commercial Mindset: Confident identifying revenue opportunities through upsells or improved guest conversion.
• Tech & AI Proficiency: Skilled in Google Workspace, CRMs, communication platforms, and property management systems, with a good understanding of how to use AI tools to streamline workflows, enhance communication, and improve service outcomes.
• Calm Under Pressure: Professional and composed when handling guest issues, emergencies, or high-pressure situations.
• Excellent Communication: Clear, professional, and confident across calls, messages, and written correspondence.
• Flexibility: Willing to work evenings and weekends to support team performance and guest experience.
• Cultural Awareness: Experience working with UK-based customers or UK hospitality standards.

Desirable Experience

• Previous experience in short-term rentals, serviced accommodation, hospitality, or property management.
• Experience creating or improving customer service systems and performance reporting.
• Exposure to sales processes, upselling strategies, or revenue management.

Why Join KG Short Stay

At KG Short Stay, we're a high-performance, family-run business built on trust, ambition, and growth. You'll join a supportive team that values accountability, collaboration, and continuous improvement. This is a role for someone who wants to lead with both heart and precision, helping shape the experience of our guests, owners, and team.Job Type and Benefits

• Full-time, remote role
• Performance-based bonus
• Supportive, growing company culture
• Opportunity for long-term progression within a trusted UK brand

Job Type: Full-time

Pay: R300 000,00 - R500 000,00 per year

Application Question(s):

• Have you previously handled guest or customer emergencies outside standard working hours (e.g. evenings or weekends)?
• Have you used AI or automation tools to improve workflows, communication, or customer experience?

Experience:

• managing a remote customer service or sales team: 2 years (Required)

Work Location: Remote