Db San Antonio Hotel & Spa - Guest Relations Manager

db Group

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 Mellieha 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

Requisitos

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

Hostelería, Turismo