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Guest Relations Manager

Meliteh Recruiting is seeking a dedicated and experienced Guest Relations Manager to join our client’s team in Malta. The successful candidate will lead the guest relations department, ensuring all guests enjoy a seamless and exceptional stay at the hotel, while also managing daily operations and guest satisfaction strategies.

Role Requirements:
  • Previous experience as a Guest Relations Manager or in a similar customer service management role is essential
  • Proficiency in English is required; fluency in German, French or Polish will be considered an asset
  • Hands-on experience with hotel management software, particularly Room Master, is essential
  • Willingness to work irregular hours, including evenings, weekends, and holidays as needed
  • Strong problem-solving, multitasking, and conflict-resolution abilities
  • Excellent verbal and written communication skills, with the ability to communicate effectively with guests and staff
  • Ability to lead and motivate a team, ensuring high standards of service are maintained
  • Proficiency in identifying opportunities to promote and upsell services to enhance guest satisfaction
  • Right to live and work in the EU
Main Duties:
  • Ensure guests have a smooth, enjoyable, and memorable stay by overseeing the guest relations team and managing day-to-day operations
  • Address and resolve guest complaints efficiently and with professionalism, aiming to exceed guest expectations
  • Develop strategies to enhance guest satisfaction and create long-term loyalty
  • Maintain a visible presence in guest areas, engaging with guests to ensure their needs are met
  • Supervise, mentor, and train the guest relations team to deliver outstanding customer service
  • Collaborate with other hotel departments to ensure seamless communication and coordination of guest services
  • Perform Duty Manager duties on a rotational basis, handling general hotel operations, ensuring guest safety, and addressing any immediate issues
  • Utilize problem-solving skills to handle guest requests and complaints swiftly
  • Promote additional services and amenities using effective sales and upselling techniques

Benefits Package: • Full-time contract • Competitive salary • Professional development • A dynamic and supportive work environment

Application Process: • Meliteh Recruiting screening • Client screening • Face-to-face interview

We welcome all applications, but please note we will only contact candidates shortlisted in the second round.

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