Guest Relations Manager

About the role

db San Antonio Hotel & Spa, a 4-star superior All-Inclusive resort in Qawra, is looking for a warm, polished and resourceful Guest Relations Manager to lead its 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 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, with effective follow-up and resolution
• Work closely with Front Office, Housekeeping, Food & Beverage, Entertainment, Maintenance and other departments to meet guest needs
• Monitor guest satisfaction through feedback forms, online reviews and review platforms, reporting trends and areas for improvement
• Respond to online reviews and guest correspondence in line with company standards
• Coordinate special arrangements such as celebrations, honeymoons, room upgrades and welcome amenities
• Conduct daily property walkthroughs to maintain service standards, cleanliness and presentation
• Prepare reports for senior management on guest feedback, incidents and satisfaction scores
• Train and develop team members, and act as duty manager, including weekend and holiday cover

Required profile

• Proven experience in a Guest Relations, Front Office or Guest Services role, with supervisory or managerial experience, ideally in 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, conflict-resolution and leadership abilities, staying calm under pressure
• Professional presentation and a positive, proactive attitude
• Flexibility to work shifts, weekends and public holidays as required
• A relevant qualification in Hospitality or Tourism Management is an asset

Required skills

• Good working knowledge of hotel property management systems (e.g. Opera)
• Microsoft Office
• Excellent written and spoken English; additional languages are an asset