db San Antonio Hotel & Spa - 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