About this role
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