Job Description
db Group, Malta’s leader in hospitality and leisure sector. The group is distinguished and well established in the hospitality sector with its own branded db Seabank Resort + Spa and db San Antonio Hotel + Spa and within the leisure sector with its own branded Pearl Spa, Hardrock, and Starbucks development license and outlets, as well as its variety of established restaurants offering various cuisines, including Aki, Amami, Nine Lives, Blu Beach, Westreme, Sonora and Loa.
We are currently looking for a Guest Relations Manager to join our team at San Antonio Hotel + Spa.
Job Role
A Guest Relations Manager’s main responsibility is to ensure that all guests experience a smooth and enjoyable stay at our hotel. In addition to managing day-to-day operations, the role involves overseeing the guest relations team and ensuring exceptional customer service. The Guest Relations Manager must effectively address and resolve guest complaints and develop strategies to achieve a higher level of guest satisfaction. Additionally, the candidate will be expected to carry out Duty Manager duties on a rotational basis.
Requirements
Experience: Previous work experience as a Guest Relations Manager or in a similar role is essential.
Language skills: Proficiency in English is required; additional languages will be considered an asset.
Technical skills: Hands-on experience with Hotel Management software, particularly Room Master.
Flexibility: Ability to adapt to irregular working hours, including evenings, weekends, and holidays.
Skills
Customer service excellence: Strong problem-solving and multitasking skills to ensure guest satisfaction.
Communication: Excellent verbal and written communication skills.
Leadership and teamwork: Ability to lead a team and collaborate effectively with other departments.
Sales and upselling techniques: Proficiency in identifying and promoting additional services and amenities to enhance the guest experience.
