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

db San Antonio Hotel & Spa - Guest Relations Manager

Job Description