Guest Relations Manager
db Hotels & Resorts is part of the db Group, Malta's largest hospitality operation, and operates some of the island's most prestigious properties, among them db Seabank Resort + Spa in Mellieħa and db San Antonio Hotel + Spa in Qawra — both 4-star superior All-Inclusive resorts.
The db Group's portfolio extends well beyond these hotels, encompassing three Hard Rock Cafe restaurants, Starbucks Malta, Blu Beach Club, Amami, Westreme, and Nine Lives & AKI, reflecting strategic partnerships with major international names such as Hard Rock Café International and Starbucks. This diverse, group-wide operation gives team members exposure to a wide range of hospitality and catering environments under one roof.
The Role
We are looking for a warm, polished and resourceful Guest Relations Manager to lead our Guest Relations team. The successful candidate will be the face of the hotel's commitment to guest satisfaction, ensuring every guest enjoys a seamless, personalised and memorable stay, and resolving any concerns swiftly and professionally.
Key Responsibilities
- Lead, motivate and supervise the Guest Relations team, setting standards of service excellence.
- Welcome and engage with guests throughout their stay, including VIPs, repeat guests, and groups.
- Handle guest feedback, requests and complaints promptly and professionally, ensuring effective follow-up and resolution.
- Work closely with Front Office, Housekeeping, Food & Beverage, Entertainment, Maintenance and other departments to ensure guest needs are met.
- Monitor guest satisfaction through feedback forms, online reviews and review platforms, and report on trends and areas for improvement.
- Respond to online reviews and guest correspondence in line with company standards.
- Coordinate special arrangements for guests, such as celebrations, honeymoons, room upgrades and welcome amenities.
- Conduct daily property walkthroughs to ensure service standards, cleanliness and presentation are maintained.
- Prepare reports for senior management on guest feedback, incidents and satisfaction scores.
- Train and develop team members, ensuring a consistent, high-quality guest experience.
- Ensure compliance with company policies, health & safety, and data protection requirements.
- Support Front Office operations and the wider team with additional tasks and projects assigned by upper management.
- Act as duty manager as required, including weekend and holiday cover.
Requirements
- Proven experience in a Guest Relations, Front Office or Guest Services role, with prior supervisory or managerial experience, ideally within a 4- or 5-star hotel or resort.
- Excellent communication and interpersonal skills, with a genuine passion for hospitality and guest care.
- Strong problem-solving and conflict-resolution skills, with the ability to stay calm under pressure.
- Strong leadership and team management abilities.
- Good working knowledge of hotel property management systems (e.g. Opera) and Microsoft Office.
- Excellent command of English, both written and verbal; additional languages are an asset.
- A professional presentation and positive, proactive attitude.
- Flexibility to work shifts, weekends, and public holidays as required by hotel operations.
- Relevant qualification in Hospitality or Tourism Management is an asset.
