Guest Experience Manager

Constance Belle Mare Plage, a luxurious resort in Mauritius, is seeking a dedicated Guest Experience Manager to join our esteemed team. This role is pivotal in ensuring exceptional guest satisfaction and maintaining our high standards of service excellence. Guest Journey & Service Excellence Own and oversee the full guest journey, from pre-arrival to post-departure, ensuring seamless and personalised experiences. Proactively engage with guests in public areas, handling feedback, concerns, and special requests with empathy and professionalism. Lead service recovery for guest complaints, ensuring timely resolution and positive outcomes in line with brand standards. Coordinate VIP, repeat guest, honeymoon, and special occasion experiences. Experience Design & Brand Standards Implement and maintain Constance brand service standards and guest experience initiatives. Identify opportunities to create “wow moments” and memorable touches throughout the resort. Ensure consistency in guest communication, amenities, storytelling, and emotional connection to the brand. Guest Feedback & Quality Management Monitor, analyse, and report on guest feedback from surveys, online reviews, and in-house comments. Track trends, identify root causes, and work with department heads to implement corrective and preventive actions. Prepare regular guest experience reports and recommendations for management. Guest Relations Leadership & Cross-Department Collaboration Work closely with all departments to ensure aligned service delivery. Facilitate daily briefings and guest experience updates where required. Act as the central point of coordination for guest-related escalations. Guest Relations Team Leadership & Culture Coach and influence teams across departments on guest engagement and service behaviours. Support training initiatives related to service excellence, luxury standards, and guest interaction. Promote a guest-centric culture and lead by example through visible presence on the floor. Administration & Reporting Maintain accurate guest profiles, preferences, and service recovery records. Ensure confidentiality of guest information and compliance with data protection standards. Prepare reports, action plans, and presentations related to guest experience performance

Bachelor's degree in Hospitality Management or a related field Minimum 3-5 years of experience in a similar role within the luxury hospitality industry Proven track record in managing guest relations and enhancing customer satisfaction Excellent communication and interpersonal skills, with the ability to interact effectively with guests and staff at all levels Strong leadership abilities and experience in managing and motivating teams Exceptional problem-solving and decision-making skills Proficiency in hospitality management software and systems In-depth knowledge of hospitality industry standards and best practices Understanding of luxury hotel operations and guest expectations Fluency in English; additional languages would be advantageous Customer service expertise with a passion for delivering exceptional experiences Ability to work flexible hours, including weekends and holidays Additional certifications in customer service or hospitality management are desirable

WORK WITH CONSTANCE 🌿 Join a team where well-being, career development, and collaboration are at the heart of everything we do. We believe in continuous learning and growth to help our teams achieve their full potential. A strong family spirit is part of our identity, we support and care for one another. We offer international career opportunities, allowing you to develop within a renowned luxury hospitality group. Our passion for luxury hospitality is reflected in every detail of the guest experience. We are committed to environmental and societal contributions, integrating sustainability into everything we do. 🌿We want our team members to feel valued and supported, offering a work environment that encourages excellence, personal growth, and cultural diversity. By nurturing employee satisfaction, we create a positive mindset that naturally translates into exceptional guest service. 🌿 Be part of a company that values people, innovation, and excellence.

Constance Belle Mare Plage is one of the leading resorts in Mauritius, known for its vibrant team spirit, commitment to excellence, and authentic hospitality. Set on a stunning beach, we offer a dynamic work environment where passion, growth, and teamwork are at the heart of everything we do. Join us and be part of a company that values people and creates unforgettable experiences — for guests and team members alike.