Guest Experience Manager

Job Summary

At AX Hotels, we believe that every guest deserves an exceptional experience from the moment they walk through our doors. If you are passionate about delivering high standards of service and thrive in a team-oriented environment, this could be your next big opportunity in hospitality in Malta.

We are seeking a highly motivated and customer-focused Guest Experience Manager to oversee and enhance the guest experience. Reporting to the Hotel Manager and General Manager, this role is responsible for ensuring guest satisfaction by anticipating needs, resolving concerns, and exceeding expectations. The Guest Experience Manager will work closely with all departments to implement company policies and deliver seamless service, creating a welcoming and memorable stay for all guests.

Responsibilities:

• Manage all administrative duties in collaboration with the Assistant Guest Relations Manager.
• Review guest requirements three days prior to arrival and again the day before.
• Liaise with all departments to ensure guest requests are fully executed.
• Oversee VIP policies, check daily VIP lists, and coordinate all related activities.
• Pre-inspect VIP rooms to ensure optimal readiness prior to check-in.
• Manage guest comments and complaints, ensuring timely follow‑up and accurate reporting.
• Ensure Guest Relations team members receive adequate training according to programme standards.
• Stay fully informed about all hotel activities, promotions, and services.
• Maintain excellent personal grooming standards.
• Foster effective communication across Front Office, Housekeeping, F&B, Maintenance and Reservations.
• Support the upholding of brand standards through regular review and targeted training.

​Requirements:

• Diploma in Hotel Management or a related hospitality qualification.
• Minimum of 2 years’ experience in a guest-facing role within a 4‑ or 5‑star environment.
• Excellent verbal and written English; additional European languages are an advantage.
• Proficiency in Microsoft Office 365.
• Warm, well‑presented and naturally guest‑focused professional, with a mature, courteous, can‑do attitude.
• Strong communication, listening and interpersonal skills; ability to remain calm and effective under pressure.
• Proactive, positive and committed to high service standards team player, with solid problem‑solving and organisational skills.
• Flexible to work evenings, weekends and public holidays.
• Excellent English; additional languages are an asset.