Guest Relations Manager

About the role

Constance Halaveli, a luxury resort in the Maldives, is looking for an experienced, customer-focused Guest Relations Manager for a permanent position. You will deliver exceptional guest experiences and lead the guest relations team in a warm, multicultural environment.

Key responsibilities

• Oversee all guest relations activities and ensure the highest standards of service delivery across the resort.
• Lead, mentor and motivate the guest relations team to meet departmental objectives.
• Handle guest concerns and complaints with empathy and professionalism, implementing effective solutions.
• Develop and run guest experience programmes that encourage repeat visits.
• Manage guest feedback, conduct regular appraisals and monitor guest satisfaction metrics, reporting regularly to senior management.
• Liaise with other departments to coordinate guest services and keep detailed records of guest interactions and preferences.
• Run induction and training programmes for new team members.
• Represent the resort at guest events and functions and ensure compliance with resort policies, procedures and health and safety regulations.

Required profile

• Minimum 2-3 years of experience in guest relations, hospitality management or a similar customer-facing role.
• Proven track record of leading and managing teams in a hospitality environment.
• Excellent communication and people skills, and strong problem-solving and conflict-resolution abilities.
• Ability to customise guest experiences, anticipate guest needs and work flexibly, including evenings, weekends and public holidays.
• Multilingual capability is desirable, particularly French, German or Mandarin.

Required skills

• Proficiency in hospitality management systems and reservation software.
• Comprehensive knowledge of luxury hospitality standards and service protocols.
• Strong organisational skills and attention to detail.