Guest Experience Manager

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