Assistant Guest Experience Manager

Job Summary

At AX Hotels, we believe that memorable experiences are built through genuine care, attention to detail, and teamwork. We are currently looking for an Assistant Guest Experience Manager to join our Guest Experience team in Qawra and help us exceed our guests’ expectations at every touchpoint.

Reporting to the Guest Experience Manager, you will play a key role in ensuring a seamless, personalised, and high‑quality guest journey. You will work closely with all hotel departments to anticipate guest needs, manage VIP arrivals, and ensure that feedback and concerns are handled with professionalism and empathy.

Responsibilities:

• Support the Guest Experience Manager with daily operational and administrative duties
• Pre‑check guest requirements three days prior to arrival and again the day before arrival
• Coordinate with all departments to ensure guest requests are delivered as planned on the day of arrival
• Manage daily VIP lists, activities, and ensure the VIP policy is fully implemented
• Inspect VIP arrival rooms to ensure readiness and presentation prior to check‑in
• Handle guest comments and complaints, ensuring they are resolved, documented, and reported appropriately
• Ensure Guest Experience team members are trained in line with the department’s training programme
• Be fully knowledgeable of hotel services, activities, and promotions
• Foster strong collaboration and communication with Front Office, Housekeeping, F&B, Maintenance, and Reservations

Requirements:

• Previous experience in a hotel front office or a similar guest‑facing role
• Excellent communication and listening skills
• Fluency in at least one additional language: Spanish, Italian, French, or German
• Strong organisational skills with high attention to detail
• Ability to work calmly and effectively under pressure
• Proficiency in Microsoft Office / Office 365
• A mature, courteous, and positive team player with strong interpersonal skills
• Flexibility to work shifts, including weekends, evenings, and public holidays
• Currently residing in Malta
• A formal qualification from a hotel school will be considered an asset