{"id":1473702,"url":"https://alion.io/job/constance-hotels-resorts-guest-relations-manager","title":"Guest Relations Manager","company":{"id":4428,"name":"Constance Hotels & Resorts","domain":"constancehotels.com","url":"https://alion.io/company/constancehotels","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Poste de Flacq, Mauritius"],"countries":["MU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-09-29T09:30:01Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-23T21:49:06Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"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.\n We are seeking an experienced and customer-focused Guest Relations Manager to lead our guest relations department at Constance Belle Mare Plage, our prestigious luxury resort in Mauritius. In this Head of Department executive role, you will be responsible for overseeing all aspects of guest relations, ensuring exceptional service delivery and creating memorable experiences for our discerning clientele. The successful candidate will demonstrate strong leadership capabilities, exceptional interpersonal skills, and a genuine passion for hospitality excellence.\nLead, mentor, and develop the guest relations team, fostering a culture of excellence and continuous improvement\nOversee all guest interactions and ensure consistent delivery of premium service standards across the resort\nDuties and Responsibilities:\nResponsibilities and duties for this position shall include, but not limited to, the following areas and activities. At management discretion, direction may be given for tasks outside the scope of work described.\nGuest Relation Team Management\nLead, supervise and motivate the Guest Relations Team to deliver consistently high standards of service.\nEstablish clear objectives, standards and performance expectations for the team.\nPrepare and monitor duty rosters, ensuring adequate coverage according to occupancy and operational requirements.\nConduct daily briefings and ensure effective communication of VIPs, special occasions, guest preferences and operational information.\nCoach and develop team members through regular feedback, training and on-the-job guidance.\nMonitor individual and team performance and implement corrective actions where required.\nEnsure the team maintains a professional, elegant and welcoming presence at all times.\nGuest Experience\nTake ownership of the overall guest experience from pre-arrival through departure.\nEnsure personalised service is consistently delivered in line with luxury hospitality standards.\nProactively identify guest expectations and opportunities to exceed them.\nPersonally host and engage with guests as and when required, ensuring a warm, personalised and memorable experience throughout their stay.\nMonitor guest feedback, online reviews, guest satisfaction surveys and internal guest comments.\nIdentify recurring guest experience issues and work with relevant departments to implement improvements.\nEnsure guest complaints and concerns are handled promptly, professionally and with appropriate follow-up.\nLead service recovery initiatives and ensure dissatisfied guests are personally followed up where appropriate.\nMaintain strong relationships with repeat guests, VIPs and high-profile clientele.\nGuest Profiling and Personalisation\nEnsure accurate and comprehensive guest profiles are maintained within the PMS/CRM system.\nEnsure guest preferences, special occasions, previous experiences, feedback and service preferences are captured and updated.\nAnalyse guest history and profiles to facilitate personalised service.\nEnsure relevant guest information is effectively communicated to all departments prior to and during the guest stay.\nEstablish appropriate guest recognition practices for repeat guests, VIPs and special segments.\nEnsure guest information is handled with strict confidentiality and in accordance with applicable data protection requirements.\nArrival Experience\nTake ownership of the guest arrival experience and ensure a smooth, warm and personalised welcome.\nCoordinate with Front Office, Bell Desk, Housekeeping, Food & Beverage and other departments to ensure guest readiness prior to arrival.\nMonitor VIP, repeat guest, honeymoon, anniversary, birthday and other special arrivals.\nEnsure welcome amenities, personalised touches and special arrangements are prepared according to guest profiles.\nPersonally welcome and engage with key guests where appropriate.\nMonitor arrival feedback and identify opportunities to improve the arrival journey.\nEnsure potential delays, room readiness issues or other arrival concerns are proactively managed.\nTelephone Service\nOversee the standards and quality of telephone service provided to guests.\nEnsure all telephone interactions are professional, courteous, efficient and aligned with luxury service standards.\nMonitor telephone etiquette, response times and quality of communication.\nEnsure guest requests received by telephone are accurately recorded, communicated and followed up.\nConduct regular quality checks and coaching sessions on telephone service.\nWork closely with the relevant departments to ensure seamless handling of guest calls and requests.\nVIP & Special Guest Management\nCoordinate the identification, preparation and handling of VIP and high-profile guests.\nEnsure VIP arrangements are accurately communicated and followed through.\nConduct regular VIP room and arrival checks where required.\nEnsure appropriate welcome amenities and personalised experiences are arranged.\nMaintain close contact with VIP guests throughout their stay and anticipate their needs.\nEnsure appropriate follow-up after departure to strengthen guest loyalty.\nInterdepartmental Coordination\nMaintain strong communication and collaboration with all operational departments.\nParticipate in daily operational meetings and communicate relevant guest information.\nEnsure guest preferences and special requests are effectively cascaded to the relevant departments.\nWork closely with Front Office, Housekeeping, F&B, Culinary, Spa, Recreation and other departments to deliver a seamless guest journey.\nAct as a central point of coordination for complex guest requirements and service recovery situations.\nGuest Feedback & Service Recovery\nMonitor guest feedback through direct interactions, surveys, online reviews and other channels.\nAnalyse feedback and identify trends, recurring issues and improvement opportunities.\nEnsure complaints are acknowledged, investigated and resolved promptly.\nEmpower and coach the team on appropriate service recovery techniques.\nMaintain records of significant complaints and corrective actions.\nFollow up with guests after service recovery to ensure satisfaction has been restored.\nStandards, Training & Quality\nEnsure compliance with the hotel's guest relations and service standards.\nConduct regular quality audits of guest interactions and the overall guest journey.\nIdentify training needs within the Guest Relations Team.\nConduct coaching and training on guest engagement, communication, complaint handling, telephone etiquette, profiling and service recovery.\nParticipate in hotel quality assurance initiatives and mystery guest programmes.\nContinuously benchmark guest experience practices against leading luxury hospitality standards.\n Qualification:\nDiploma or Bachelor's Degree in Hotel Management, Hospitality Management, Tourism or a related discipline is preferred.\nAdditional qualifications in Guest Experience, Customer Service or Luxury Hospitality would be an advantage.\nExperience:\nMinimum 5-7 years of experience in Front Office, Guest Relations or a similar guest-facing role within a 5-star hotel or luxury resort.\nMinimum 2-3 years in a managerial position within Guest Relations or Front Office.\nProven experience in managing VIP guests, guest profiling, service recovery and guest experience.\nExperience in a luxury resort environment is strongly preferred.\nExperience with PMS/CRM systems and guest profiling tools.\nTechnical skills:\nStrong knowledge of luxury hospitality and guest experience standards.\nExcellent understanding of guest profiling and CRM practices.\nStrong knowledge of VIP and repeat guest management.\nExcellent complaint handling and service recovery skills.\nStrong telephone etiquette and communication standards.\nProficiency in PMS/CRM and Microsoft Office applications.\nAbility to analyse guest feedback and service quality data.\nGood knowledge of hotel operational procedures and interdepartmental coordination.\nFluent in English and French, with proficiency in a third language.\nExcellent verbal and written communication skills, with the ability to interact confidently and professionally with an international clientele.\nSoft skills:\nExcellent interpersonal and communication skills.\nWarm, approachable and naturally guest-oriented.\nStrong leadership and team management skills.\nExcellent listening and empathy skills.\nHighly organised with strong attention to detail.\nProactive and anticipates guest needs.\nConfident in handling difficult and sensitive situations.\nStrong problem-solving and decision-making abilities.\nProfessional, discreet and trustworthy.\nCalm and composed under pressure.\nStrong cultural awareness and ability to interact with an international clientele.\nPassionate about delivering exceptional and personalised guest experiences.\nStrong sense of luxury service and attention to detail.\n WORK WITH CONSTANCE\nJoin a team where well-being, career development, and collaboration are at the heart of everything we do.\nWe believe in continuous learning and growth to help our teams achieve their full potential.\nA strong family spirit is part of our identity, we support and care for one another.\nWe offer international career opportunities, allowing you to develop within a renowned luxury hospitality group.\nOur passion for luxury hospitality is reflected in every detail of the guest experience.\nWe are committed to environmental and societal contributions, integrating sustainability into everything we do.\nWe 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.\nBe part of a company that values people, innovation, and excellence.","description_format":"text","description_chars":10206,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Hotels & Resorts","Luxury Travel"],"lifecycle":[{"event":"open","at":"2026-09-29T17:53:03Z"}],"visa":[],"liveness":{"score":36,"band":"fade","label":"Fading","p_open":1,"p_active":0.646,"p_room":0.55,"age_days":23,"expected_fill_days":18,"reasons":["conf:2","win:tail"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/constance-hotels-resorts-guest-relations-manager","json_url":"https://alion.io/job/constance-hotels-resorts-guest-relations-manager.json","meta":{"generated_at":"2026-10-23T21:57:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4420,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4428},"rest":"https://alion.io/mcp/rest/get_company?id=4428"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fconstance-hotels-resorts-guest-relations-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fconstance-hotels-resorts-guest-relations-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fconstance-hotels-resorts-guest-relations-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/constance-hotels-resorts-guest-relations-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fconstance-hotels-resorts-guest-relations-manager"}]}