Guest Experience Manager

About the role

Constance Belle Mare Plage, a luxury resort in Mauritius, is looking for a Guest Experience Manager to ensure exceptional guest satisfaction and uphold high standards of service excellence. The role covers the full guest journey, service recovery, brand standards, feedback analysis and team coaching.

Key responsibilities

• Own and oversee the full guest journey, from pre-arrival to post-departure, and handle feedback, concerns and special requests proactively in public areas
• Lead service recovery for guest complaints and coordinate VIP, repeat guest, honeymoon and special occasion experiences
• Implement and maintain Constance brand service standards and guest experience initiatives, and create memorable "wow moments"
• Monitor, analyse and report on guest feedback from surveys, online reviews and in-house comments, and prepare regular guest experience reports and recommendations
• Work with all departments, facilitate briefings and act as the central point of coordination for guest escalations
• Coach teams on guest engagement and service behaviour, support training and promote a guest-centric culture
• Maintain guest profiles and service recovery records, ensure data protection compliance and prepare reports, action plans and presentations

Required profile

• Bachelor's degree in Hospitality Management or a related field
• Minimum 3-5 years of experience in a similar role within luxury hospitality
• Proven track record in guest relations and customer satisfaction
• Leadership experience managing and motivating teams
• Fluency in English; additional languages are an advantage
• Willingness to work flexible hours, including weekends and holidays

Required skills

• Proficiency in hospitality management software and systems
• Knowledge of hospitality industry standards and luxury hotel operations
• Excellent communication, problem-solving and decision-making skills
• Desirable: additional certifications in customer service or hospitality management