Guest Relation Manager

Constance Belle Mare Plage is one of the leading resorts in Mauritius, known for its vibrant team spirit, commitment to excellence, and authentic hospitality. Set on a stunning beach, we offer a dynamic work environment where passion, growth, and teamwork are at the heart of everything we do. Join us and be part of a company that values people and creates unforgettable experiences — for guests and team members alike.

We are seeking an experienced and customer-focused Guest Relations Manager to lead our guest relations department at Constance Belle Mare Plage, our prestigious luxury resort in Mauritius. In this Head of Department executive role, you will be responsible for overseeing all aspects of guest relations, ensuring exceptional service delivery and creating memorable experiences for our discerning clientele. The successful candidate will demonstrate strong leadership capabilities, exceptional interpersonal skills, and a genuine passion for hospitality excellence. • Lead, mentor, and develop the guest relations team, fostering a culture of excellence and continuous improvement • Oversee all guest interactions and ensure consistent delivery of premium service standards across the resort

Duties and Responsibilities

Responsibilities and duties for this position shall include, but not limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.

Soft skills

- Excellent interpersonal and communication skills.
- Warm, approachable and naturally guest-oriented.
- Strong leadership and team management skills.
- Excellent listening and empathy skills.
- Highly organised with strong attention to detail.
- Proactive and anticipates guest needs.
- Confident in handling difficult and sensitive situations.
- Strong problem-solving and decision-making abilities.
- Professional, discreet and trustworthy.
- Calm and composed under pressure.
- Strong cultural awareness and ability to interact with an international clientele.
- Passionate about delivering exceptional and personalised guest experiences.
- Strong sense of luxury service and attention to detail.

Responsibilities

Lead, supervise and motivate the Guest Relations Team to deliver consistently high standards of service.; Establish clear objectives, standards and performance expectations for the team.; Prepare and monitor duty rosters, ensuring adequate coverage according to occupancy and operational requirements.; Conduct daily briefings and ensure effective communication of VIPs, special occasions, guest preferences and operational information.; Coach and develop team members through regular feedback, training and on-the-job guidance.; Monitor individual and team performance and implement corrective actions where required.; Ensure the team maintains a professional, elegant and welcoming presence at all times.; Take ownership of the overall guest experience from pre-arrival through departure.; Ensure personalised service is consistently delivered in line with luxury hospitality standards.; Proactively identify guest expectations and opportunities to exceed them.; Personally host and engage with guests as and when required, ensuring a warm, personalised and memorable experience throughout their stay.; Monitor guest feedback, online reviews, guest satisfaction surveys and internal guest comments.; Identify recurring guest experience issues and work with relevant departments to implement improvements.; Ensure guest complaints and concerns are handled promptly, professionally and with appropriate follow-up.; Lead service recovery initiatives and ensure dissatisfied guests are personally followed up where appropriate.; Maintain strong relationships with repeat guests, VIPs and high-profile clientele.; Ensure accurate and comprehensive guest profiles are maintained within the PMS/CRM system.; Ensure guest preferences, special occasions, previous experiences, feedback and service preferences are captured and updated.; Analyse guest history and profiles to facilitate personalised service.; Ensure relevant guest information is effectively communicated to all departments prior to and during the guest stay.; Establish appropriate guest recognition practices for repeat guests, VIPs and special segments.; Ensure guest information is handled with strict confidentiality and in accordance with applicable data protection requirements.; Take ownership of the guest arrival experience and ensure a smooth, warm and personalised welcome.; Coordinate with Front Office, Bell Desk, Housekeeping, Food & Beverage and other departments to ensure guest readiness prior to arrival.; Monitor VIP, repeat guest, honeymoon, anniversary, birthday and other special arrivals.; Ensure welcome amenities, personalised touches and special arrangements are prepared according to guest profiles.; Personally welcome and engage with key guests where appropriate.; Monitor arrival feedback and identify opportunities to improve the arrival journey.; Ensure potential delays, room readiness issues or other arrival concerns are proactively managed.; Oversee the standards and quality of telephone service provided to guests.; Ensure all telephone interactions are professional, courteous, efficient and aligned with luxury service standards.; Monitor telephone etiquette, response times and quality of communication.; Ensure guest requests received by telephone are accurately recorded, communicated and followed up.; Conduct regular quality checks and coaching sessions on telephone service.; Work closely with the relevant departments to ensure seamless handling of guest calls and requests.; Coordinate the identification, preparation and handling of VIP and high-profile guests.; Ensure VIP arrangements are accurately communicated and followed through.; Conduct regular VIP room and arrival checks where required.; Ensure appropriate welcome amenities and personalised experiences are arranged.; Maintain close contact with VIP guests throughout their stay and anticipate their needs.

Requirements

Diploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred.; Additional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.; Minimum 5–7 years of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.; Minimum 2–3 years in a managerial position within Guest Relations or Front Office.; Proven experience in managing VIP guests, guest profiling, service recovery and guest experience.; Experience in a luxury resort environment is strongly preferred.; Experience with PMS/CRM systems and guest profiling tools.; Strong knowledge of luxury hospitality and guest experience standards.; Excellent understanding of guest profiling and CRM practices.; Strong knowledge of VIP and repeat guest management.; Excellent complaint handling and service recovery skills.; Strong telephone etiquette and communication standards.; Proficiency in PMS/CRM and Microsoft Office applications.; Ability to analyse guest feedback and service quality data.; Good knowledge of hotel operational procedures and interdepartmental coordination.; Fluent in English and French, with proficiency in a third language.; Excellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.