Guest Relations Specialist (German)

Company 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.

Job Description

Constance Belle Mare Plage, a luxurious resort in Mauritius, is seeking a dedicated Guest Relations Specialist to join our esteemed team. As a Guest Relations Specialist, you will play a crucial role in ensuring our guests have an exceptional and memorable stay at our beautiful beachfront property.

Guest Engagement & Relationship Management

• Welcome and assist German-speaking guests from pre-arrival through departure, ensuring a warm, personalised, and professional experience.
• Serve as the primary point of contact for German-speaking guests, addressing enquiries, special requests, and concerns promptly and effectively.
• Build strong guest relationships through proactive engagement in public areas, guest rooms, and during resort activities.

Service Excellence & Recovery

• Handle guest feedback and complaints with empathy, cultural awareness, and discretion, ensuring timely service recovery and satisfaction.
• Escalate complex issues to the Guest Experience Manager or Front Office Manager when required, with clear follow-up.
• Create memorable moments and personalised touches for repeat guests, honeymooners, and special occasions.

Guest Communication & Coordination

• Ensure accurate communication of guest preferences and requirements to relevant departments (Housekeeping, F&B, Spa, Activities, Engineering).
• Assist with reservations, restaurant bookings, excursions, and special arrangements for German-speaking guests.
• Support VIP arrivals, special groups, and tour operator guests from German-speaking markets.

Feedback, Reporting & Administration

• Capture and update guest preferences, feedback, and service recovery actions in the PMS and guest profile systems.
• Encourage and support guest feedback, including surveys and online reviews where appropriate.
• Prepare daily guest interaction notes and handover reports.
• Act as a brand ambassador, reflecting professionalism, warmth, and cultural sensitivity.

Qualifications

• Proven experience in guest relations or a similar role within the hospitality industry
• Excellent communication skills with fluency in English and German.
• Strong customer service orientation with a friendly and empathetic demeanour
• Demonstrated ability to handle guest complaints and resolve issues effectively
• Proficiency in hotel management software and computer systems
• Bachelor's degree in Hospitality Management or a related field (preferred)
• In-depth knowledge of hospitality industry standards and best practices
• Exceptional problem-solving skills and attention to detail
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong organisational skills with the ability to multitask in a fast-paced environment
• Professional appearance and positive attitude

Additional Information

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.

Videos To Watch
https://www.youtube.com/watch?v=xxz0gVCIK8s