Position Overview

The Assistant Guest Relations Manager is responsible for supporting the Guest Relations Manager in delivering an exceptional, personalised and memorable guest experience in line with the standards of LUX* Belle Mare.

The position requires a warm, confident and proactive personality, with strong leadership skills and a genuine passion for hospitality. The Assistant Guest Relations Manager will act as a key ambassador of the resort, ensuring that guest needs are anticipated, requests are handled efficiently, and service standards are consistently maintained.

Key Responsibilities

• Welcome and engage with guests in a warm, professional and personalised manner.
• Ensure a high level of guest satisfaction throughout the guest journey, from arrival to departure.
• Proactively identify guest needs and preferences and ensure appropriate follow-up.
• Handle guest feedback, requests and complaints professionally, promptly and discreetly.
• Follow up on guest concerns to ensure complete satisfaction and service recovery.
• Build strong relationships with repeat guests, VIPs and special occasion guests.
• Ensure all guest preferences, requests and relevant information are accurately communicated and recorded.
• Conduct regular guest interactions and hotel presence to identify opportunities to enhance the guest experience.
• Work closely with Front Office, Housekeeping, Food & Beverage, Concierge and other departments to ensure seamless guest service.
• Ensure professional grooming, communication and behaviour at all times.

• Support the Guest Relations Manager in leading, motivating and coaching the Guest Relations team.
• Supervise daily operations and ensure smooth coordination within the Guest Relations team.
• Monitor team performance and ensure compliance with LUX* service standards and procedures.
• Assist with training and development of Guest Relations Team Members.

Qualifications & Experience

• Diploma in Hospitality Management, Hotel Management or Front Office.
• Minimum 3 years' experience as a Guest Relations Supervisor or in a similar supervisory guest-facing role within a luxury hotel/resort.
• 2 years' experience as an Assistant Guest Relations Manager would be an advantage.
• Previous experience in a luxury hospitality environment will be highly advantageous.

Key Competencies

• Fluent in English and French, both written and spoken.
• Knowledge of a third language would be an advantage.

• Exceptional guest service orientation
• Leadership and team management
• Emotional intelligence and empathy
• Problem-solving and decision-making
• Attention to detail
• Professionalism and discretion
• Ability to remain calm under pressure

• A strong team player and positive role model
• Flexible and adaptable to changing operational requirements