Guest Experience Manager

The Guest Experience Manager is responsible for overseeing all aspects of the guest journey, ensuring a seamless, personalized, and memorable experience from arrival to departure.

Key Responsibilities:

• Lead the guest experience team in delivering exceptional service in alignment with Oceans Creek Hotel’s standards and values.

• Act as the main point of contact for VIP guests, handling special requests, feedback, and issues with discretion and professionalism.

• Monitor guest satisfaction metrics, including reviews and surveys, and implement strategies for continuous improvement.

• Coordinate with Housekeeping, Food & Beverage, Front Office, and other departments to ensure a cohesive and guest-centric operation.

• Develop and implement guest engagement programs, including welcome amenities, personalized services, and loyalty touchpoints.

• Train and mentor staff on service excellence, communication skills, and emotional intelligence.

• Handle guest complaints or service recovery cases with empathy, urgency, and follow-up.

• Conduct regular guest satisfaction audits and use data to improve processes and enhance service delivery.

• Manage pre-arrival communication and ensure that guest preferences and special occasions are acknowledged and celebrated.

• Collaborate with Marketing to promote unique guest experiences and gather testimonials for brand visibility.

• Maintain a consistent presence in public areas to interact with guests, anticipate needs, and offer on-the-spot assistance.

• Support the organization of on-property events, cultural activities, and seasonal programs to enrich the guest experience.

• Prepare and present weekly and monthly reports on guest experience performance, trends, and improvement plans.

• Monitor online reviews and social media mentions, responding appropriately and using feedback for training and development.

• Ensure all guest-facing areas are aesthetically pleasing and uphold the hotel's visual and service standards.

• Promote sustainability initiatives and educate guests on the hotel’s environmental practices and local community partnerships.

• Assist in crisis and emergency situations by supporting communication and ensuring guest safety and reassurance.

• Uphold compliance with health, safety, and hospitality regulations at all times.

Qualifications & Skills:

• Degree or diploma in Hospitality Management or related field

• Minimum 3 years in a guest relations or guest experience role, preferably in a luxury or upscale property

• Strong interpersonal, communication, and problem-solving skills

• Fluency in English and French; knowledge of additional languages is a plus

• High emotional intelligence, with a natural flair for service and guest engagement

• Ability to lead by example and foster a positive team culture

What We Offer:

• A vibrant work environment in one of Mauritius’s premier coastal destinations

• Opportunities for professional growth and development

• Competitive remuneration and benefits