Guest Relations Manager

Position SummaryThe Guest Relations Manager is responsible for overseeing the overall guest experience and ensuring that all guests receive warm, personalised and exceptional service throughout their stay. The role manages guest interactions, enquiries, requests and feedback, ensuring that any concerns or issues are addressed promptly and professionally.Working closely with Front Office and other hotel departments, the Guest Relations Manager ensures effective communication and coordination to meet guest needs and enhance satisfaction. The position also takes an active role in anticipating guest requirements, creating memorable experiences and maintaining strong relationships with guests.The Guest Relations Manager leads, supports and develops the Guest Relations team, ensuring that high standards of hospitality, service and professionalism are consistently maintained. The role also monitors guest feedback and identifies opportunities to improve the overall guest experience and service delivery.Key Responsibilities Guest Interaction & ServicePersonally welcome and interact with guests, ensuring a warm and personalised experience.Identify VIP guests, coordinate special amenities, and ensure their preferences are documented and fulfilled.Monitor guest feedback and online reviews, responding promptly and professionally to comments and concerns.Handle guest complaints and issues effectively, seeking resolutions that exceed expectations.Ensure that guest special requests are managed and delivered in a timely manner.Coordinate with the sales and events teams to guarantee a seamless experience for group bookings and special events.Assist in planning and executing guest-related events and recognition programs to acknowledge loyalty.Team Leadership & DevelopmentProvide ongoing training to staff on guest service standards, Hyatt brand expectations, upselling, and complaint handling.Motivate, manage, and inspire the Front Office team to consistently deliver high-quality guest service.Foster a positive and accountable team environment built on recognition, coaching, and open communication.Conduct regular team meetings with the Front Office Manager to review guest feedback and identify areas for improvement.Operational Oversight & Quality ControlOversee and supervise daily operations, including guest arrivals, departures, and front office procedures.Conduct regular inspections of guest areas to ensure cleanliness, quality, and adherence to brand standards.Monitor and maintain the quality of guest services delivered by the team.Establish and maintain effective communication with other departments to ensure a seamless guest experience.Be prepared to handle emergency situations and assist guests during critical incidents, ensuring safety and professionalism.Duty Manager ResponsibilitiesAct as Duty Manager on assigned shifts, assuming full operational responsibility for the hotel during the absence of senior management.Address guest concerns or incidents with prompt resolution and professionalism, ensuring detailed follow-up and reporting.Conduct property walkthroughs, ensure safety protocols are followed, and support colleagues in all departments as needed.Represent Hyatt Regency Malta with confidence and leadership across all guest-facing areas.Sustainability ResponsibilitiesEngages in sustainable practices while in the workplace, accepting and following sustainable workplace policies and procedures.Ensures workplace practices meet guest needs while also supporting the organisation’s efforts to reduce its environmental footprint.Promotes the embedding of sustainable practices in workplace policy and culture.Collaborates to contribute to or lead change management initiatives that support the organisation’s sustainability goals.At Hyatt Regency Malta, we are proud to be a fair and inclusive employer. We celebrate diversity and are committed to providing equal employment opportunities to all individuals regardless of gender, age, nationality, disability, religion, sexual orientation, or any other protected characteristic. Our hiring decisions are based on merit, qualifications, and business needs.Become part of a team shaping the future of hospitality: more human, more connected, and more sustainable. Here, every role matters. Your ambition has room to grow. Your voice is welcomed. And your career becomes a journey powered by care.