Job Description

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: R300000,00 - R500000,00 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? Do you utilise a Multi-Monitor Workstation setup?
Experience:

managing a remote customer service or sales team: 2 years (Required)
Work Location: Remote