Assistant Guest relations Manager

Constance Ephelia is a beautiful resort located on the island of Mahé in Seychelles, surrounded by stunning beaches and tropical nature. We offer a dynamic and supportive work environment where team spirit, personal growth, and service excellence come together. Join our passionate team and be part of a company that values people and creates memorable experiences every day.

Constance Ephelia, a luxurious resort in the Seychelles, is seeking an Assistant Guest Relations Manager. This role is pivotal in ensuring exceptional guest experiences and maintaining the highest standards of customer service.

Responsibilities

Ensure a warm welcome and fond farewell for all guests, creating memorable first and last impressions; Organise and manage special events, VIP arrivals, and personalised guest experiences tailored to individual preferences; Conduct regular guest satisfaction surveys and implement improvements based on feedback to enhance overall satisfaction; Train and mentor new team members in guest relations best practices and luxury hospitality standards; Maintain accurate guest records and preferences using hotel management software to enable personalised service delivery; Assist in developing and implementing strategies to enhance guest satisfaction and loyalty programmes; Handle guest complaints and concerns with professionalism, ensuring swift resolution and follow-up; Coordinate with other departments (housekeeping, food and beverage, concierge) to ensure seamless guest experiences; Manage guest communications, including correspondence, special requests, and pre-arrival information - Monitor and maintain service quality standards across all guest touchpoints; Support the coordination of concierge services and arrange bespoke experiences for guests

Requirements

Bachelor's degree in Hospitality Management or related field; Fluency in French, Italian, or Arabic, with excellent English communication skills (written and verbal); Minimum of 3 years' experience in guest relations or hospitality management, preferably in a luxury resort setting; Strong leadership and team management capabilities; Excellent problem-solving abilities, attention to detail, and composure under pressure; Proficiency in hotel management software and Microsoft Office suite; In-depth knowledge of luxury hospitality standards and practices; Flexibility to work varying shifts, including weekends and holidays; Cultural sensitivity and adaptability in a diverse environment; Understanding of Seychelles tourism industry (desirable)