Guest Relations Officer-Chinese Speaker

Job Description

Constance Ephelia, our luxury resort destination in Seychelles, is seeking a Guest Relations Officer–Chinese Speaker to join our esteemed hospitality team. In this role, you will serve as a cultural bridge and primary point of contact for our Chinese-speaking guests, ensuring they receive exceptional service and support throughout their stay. You will be instrumental in creating memorable experiences whilst addressing guest needs with warmth, professionalism, and cultural sensitivity.

• Greet and welcome Chinese-speaking guests upon arrival, providing comprehensive information about resort facilities, services, and local attractions
• Serve as the primary liaison between Chinese-speaking guests and various resort departments, ensuring seamless communication and service delivery
• Respond promptly to guest enquiries, requests, and concerns in Mandarin Chinese and English, resolving issues with empathy and efficiency
• Assist with special requests, including dining reservations, activity bookings, and personalised experiences tailored to guest preferences
• Provide cultural guidance and local insights to enhance guests' understanding and appreciation of Seychelles
• Handle guest complaints and concerns professionally, implementing appropriate solutions to ensure satisfaction and loyalty
• Maintain detailed records of guest interactions and preferences to facilitate personalised service during repeat visits
• Collaborate with front desk, concierge, housekeeping, and other departments to coordinate guest services
• Participate in cultural awareness training and share knowledge with staff to improve service standards for Chinese-speaking clientele
• Represent the resort professionally at all times, embodying our commitment to excellence and hospitality

Qualifications

• Fluent in Mandarin Chinese (simplified and/or traditional) and English, with excellent written and verbal communication skills
• Proven experience in guest relations, customer service, or hospitality roles, preferably in a luxury resort or hotel environment
• Strong interpersonal and people skills with the ability to build rapport with guests from diverse backgrounds
• Exceptional emotional intelligence and empathy, with patience in handling challenging situations
• Excellent problem-solving abilities and sound judgement in making decisions that prioritise guest satisfaction
• Proficiency with hospitality management systems, booking platforms, and general IT applications
• Comprehensive knowledge of Seychelles tourism, attractions, and local culture
• Demonstrated cultural awareness and sensitivity towards Chinese customs, traditions, and business etiquette
• Outstanding organisational skills with the ability to manage multiple guest requests simultaneously
• Professional demeanour with a friendly, welcoming approach to all interactions
• Desirable: Additional language skills (French or other languages)
• Desirable: Experience in luxury hospitality or high-end resort operations
• Desirable: Familiarity with Chinese dining preferences and cultural practices

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.