Constance Belle Mare Plage, a luxurious resort in Mauritius, is seeking a dedicated Guest Experience Manager to join our esteemed team. This role is pivotal in ensuring exceptional guest satisfaction and maintaining our high standards of service excellence.
Guest Journey & Service Excellence
- Own and oversee the full guest journey, from pre-arrival to post-departure, ensuring seamless and personalised experiences.
- Proactively engage with guests in public areas, handling feedback, concerns, and special requests with empathy and professionalism.
- Lead service recovery for guest complaints, ensuring timely resolution and positive outcomes in line with brand standards.
- Coordinate VIP, repeat guest, honeymoon, and special occasion experiences.
Experience Design & Brand Standards
- Implement and maintain Constance brand service standards and guest experience initiatives.
- Identify opportunities to create “wow moments” and memorable touches throughout the resort.
- Ensure consistency in guest communication, amenities, storytelling, and emotional connection to the brand.
Guest Feedback & Quality Management
- Monitor, analyse, and report on guest feedback from surveys, online reviews, and in-house comments.
- Track trends, identify root causes, and work with department heads to implement corrective and preventive actions.
- Prepare regular guest experience reports and recommendations for management.
Guest Relations Leadership & Cross-Department Collaboration
- Work closely with all departments to ensure aligned service delivery.
- Facilitate daily briefings and guest experience updates where required.
- Act as the central point of coordination for guest-related escalations.
Guest Relations Team Leadership & Culture
- Coach and influence teams across departments on guest engagement and service behaviours.
- Support training initiatives related to service excellence, luxury standards, and guest interaction.
- Promote a guest-centric culture and lead by example through visible presence on the floor.
Administration & Reporting
- Maintain accurate guest profiles, preferences, and service recovery records.
- Ensure confidentiality of guest information and compliance with data protection standards.
- Prepare reports, action plans, and presentations related to guest experience performance
- Bachelor's degree in Hospitality Management or a related field
- Minimum 3-5 years of experience in a similar role within the luxury hospitality industry
- Proven track record in managing guest relations and enhancing customer satisfaction
- Excellent communication and interpersonal skills, with the ability to interact effectively with guests and staff at all levels
- Strong leadership abilities and experience in managing and motivating teams
- Exceptional problem-solving and decision-making skills
- Proficiency in hospitality management software and systems
- In-depth knowledge of hospitality industry standards and best practices
- Understanding of luxury hotel operations and guest expectations
- Fluency in English; additional languages would be advantageous
- Customer service expertise with a passion for delivering exceptional experiences
- Ability to work flexible hours, including weekends and holidays
- Additional certifications in customer service or hospitality management are desirable
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.