Guest Relations Executive

Job Summary

AX Hotels Sliema is looking for a professional and service-oriented Guest Relations Executive to join our team. The successful candidate will serve as the main point of contact for our guests, ensuring their stay is seamless, enjoyable, and memorable. This role involves handling guest requests, resolving issues promptly, managing VIP arrivals, and coordinating with internal departments to deliver outstanding service.

Responsibilities:

• Act as the primary point of contact for guests throughout their stay, providing a friendly and professional service.
• Handle guest requests, concerns, and complaints promptly, escalating when necessary and following up to ensure satisfaction.
• Liaise with operational departments to ensure guest needs are met efficiently.
• Manage VIP arrivals: pre-inspect rooms, ensure amenities and preferences are arranged, and provide personalized service.
• Gather guest feedback during their stay and monitor online reviews/surveys, responding or escalating appropriately.
• Maintain accurate guest profiles, including preferences and special requests.
• Prepare reports and communicate guest feedback to management.
• Support the Front Office team with check-in/check-out duties as required.
• Conduct regular walk-arounds to assess guest satisfaction and identify service or maintenance issues.
• Promote hotel amenities, services, and special offers, including room upgrades where appropriate.
• Provide support as Duty Manager when required.

Requirements:

• Previous experience in guest relations, front office, or hospitality is an asset.
• Qualification in Hospitality Management or related field preferred.
• Excellent verbal and written communication skills in English; additional languages are an advantage.
• Computer literate with knowledge of hotel systems.
• Strong interpersonal skills with a friendly, professional, and approachable manner.
• Ability to remain calm under pressure and handle multiple tasks.
• Attention to detail, excellent grooming, and hospitality etiquette.
• Service-oriented, adaptable, and willing to assist across departments when needed.
• Flexible to work shifts, including weekends and public holidays