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, from pre-arrival to post-departure, and works closely with all departments.

Key responsibilities

• Own and oversee the full guest journey, handle feedback and special requests, and lead service recovery for complaints
• Coordinate VIP, repeat guest, honeymoon and special occasion experiences
• Implement and maintain Constance brand service standards and guest experience initiatives, creating memorable "wow moments"
• Monitor and report on guest feedback from surveys, online reviews and in-house comments, and prepare regular guest experience reports
• Facilitate daily briefings, act as the central point of coordination for escalations, and coach teams on guest engagement and service behaviour
• Maintain guest profiles and service recovery records, keeping guest information confidential and compliant with data protection standards

Required profile

• Bachelor's degree in Hospitality Management or a related field
• 3-5 years of experience in a similar role in the luxury hospitality industry
• Proven track record in guest relations and customer satisfaction
• Leadership experience and ability to manage and motivate 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
• Desirable: additional certifications in customer service or hospitality management