Guest Relations Manager

About the role

We are seeking an experienced and customer‑focused Guest Relations Manager to lead our Guest Relations department at Constance Belle Mare Plage, a prestigious luxury resort in Mauritius. In this Head of Department executive role you will oversee all aspects of guest relations, ensure exceptional service delivery and create memorable experiences for our discerning clientele.

Key responsibilities

• Lead, mentor and develop the Guest Relations team, setting performance standards, managing rosters and conducting daily briefings.
• Own the complete guest journey from pre‑arrival to departure, delivering personalised service and handling VIP, repeat and special‑occasion guests.
• Monitor guest feedback, online reviews and satisfaction surveys; analyse trends and drive service recovery initiatives.
• Maintain accurate guest profiles in the PMS/CRM system and ensure relevant information is communicated to all operational departments.
• Coordinate arrival experiences, telephone service quality and inter‑departmental collaboration to guarantee seamless service.

Required profile

• Diploma or Bachelor’s degree in Hotel Management, Hospitality Management or a related field (preferred).
• Minimum 5–7 years experience in Front Office or Guest Relations within a 5‑star hotel or luxury resort.
• At least 2–3 years in a managerial role overseeing Guest Relations or Front Office teams.
• Proven experience managing VIP guests, guest profiling, service recovery and luxury resort environments.

Required skills

• Proficiency with Property Management Systems (PMS).
• Experience using Customer Relationship Management (CRM) tools and guest‑profiling software.
• Strong knowledge of luxury hospitality service standards.