Guest Experience Manager

About the role

Constance Belle Mare Plage, a luxury resort in Mauritius, is looking for a Guest Experience Manager to join its team. The role is central to keeping guest satisfaction high and maintaining the resort's service standards, covering the full guest journey from pre-arrival to post-departure.

Key responsibilities

• Own and oversee the full guest journey, handle feedback and special requests in public areas, and lead service recovery for complaints
• Coordinate VIP, repeat guest, honeymoon and special occasion experiences
• Implement and maintain Constance brand service standards and look for "wow moments"
• Monitor and report on guest feedback from surveys, online reviews and in-house comments, and prepare regular guest experience reports
• Work with departments on corrective and preventive actions, run daily briefings and act as the central point for escalations
• Coach teams on guest engagement and service behaviour, support training and promote a guest-centric culture
• Maintain guest profiles and service recovery records, and prepare reports, action plans and presentations

Required profile

• Bachelor's degree in Hospitality Management or a related field
• 3-5 years of experience in a similar role in luxury hospitality
• Proven track record in guest relations and customer satisfaction
• Leadership experience and ability to manage and motivate teams
• Fluent 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