Guest Relations Manager

Job Description

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.

Guest Relation Team Management

• 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.

Guest Experience

• 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.

Guest Profiling and Personalisation

• 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.

Arrival Experience

• 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.

Telephone Service

• 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.

VIP & Special Guest Management

• 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.
• Ensure appropriate follow-up after departure to strengthen guest loyalty.

Interdepartmental Coordination

• Maintain strong communication and collaboration with all operational departments.
• Participate in daily operational meetings and communicate relevant guest information.
• Ensure guest preferences and special requests are effectively cascaded to the relevant departments.
• Work closely with Front Office, Housekeeping, F&B, Culinary, Spa, Recreation and other departments to deliver a seamless guest journey.
• Act as a central point of coordination for complex guest requirements and service recovery situations.

Guest Feedback & Service Recovery

• Monitor guest feedback through direct interactions, surveys, online reviews and other channels.
• Analyse feedback and identify trends, recurring issues and improvement opportunities.
• Ensure complaints are acknowledged, investigated and resolved promptly.
• Empower and coach the team on appropriate service recovery techniques.
• Maintain records of significant complaints and corrective actions.
• Follow up with guests after service recovery to ensure satisfaction has been restored.

Standards, Training & Quality

• Ensure compliance with the hotel's guest relations and service standards.
• Conduct regular quality audits of guest interactions and the overall guest journey.
• Identify training needs within the Guest Relations Team.
• Conduct coaching and training on guest engagement, communication, complaint handling, telephone etiquette, profiling and service recovery.
• Participate in hotel quality assurance initiatives and mystery guest programmes.
• Continuously benchmark guest experience practices against leading luxury hospitality standards.

Qualifications

Qualification:

• 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.

Experience:

• 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.

Technical skills:

• 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.

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.

Additional Information

WORK WITH CONSTANCE

🌿 Join a team where well-being, career development, and collaboration are at the heart of everything we do.

• We believe in continuous learning and growth to help our teams achieve their full potential.
• A strong family spirit is part of our identity, we support and care for one another.
• We offer international career opportunities, allowing you to develop within a renowned luxury hospitality group.
• Our passion for luxury hospitality is reflected in every detail of the guest experience.
• We are committed to environmental and societal contributions, integrating sustainability into everything we do.

🌿We want our team members to feel valued and supported, offering a work environment that encourages excellence, personal growth, and cultural diversity. By nurturing employee satisfaction, we create a positive mindset that naturally translates into exceptional guest service.

🌿 Be part of a company that values people, innovation, and excellence.