Guest Relations Manager

About the role

We are seeking an experienced and customer‑focused Guest Relations Manager to lead the Guest Relations department at Constance Belle Mare Plage, a luxury resort in Mauritius. As the Head of Department you will oversee all aspects of guest relations, ensuring premium service delivery and creating memorable experiences for discerning guests.

Key responsibilities

• Lead, mentor and develop the Guest Relations team, setting objectives, preparing rosters and conducting daily briefings.
• Oversee all guest interactions, ensuring consistent delivery of luxury service standards across the resort.
• Take ownership of the guest journey from pre‑arrival to departure, personalising service and handling VIP, repeat and special‑occasion guests.
• Monitor guest feedback, online reviews and surveys; lead service‑recovery initiatives and follow‑up on complaints.
• Maintain accurate guest profiles in the PMS/CRM system, ensuring confidentiality and effective communication to all departments.
• Coordinate arrival experiences, telephone service standards and inter‑departmental collaboration to guarantee seamless stays.

Required profile

• Diploma or Bachelor’s degree in Hotel Management, Hospitality or related field (preferred).
• 5–7 years of experience in Front Office or Guest Relations within a 5‑star hotel or luxury resort.
• 2–3 years in a managerial role overseeing Guest Relations or Front Office teams.
• Proven track record managing VIP guests, guest profiling and service recovery.
• Experience with PMS/CRM systems and guest profiling tools.
• Strong knowledge of luxury hospitality standards and guest experience practices.

Required skills

• PMS/CRM systems
• Guest profiling tools