Hard Rock Hotel - Guest Relations Executive

Lifestyle Group; Newport; On-site; GBP 20,000 - 25,000; Full time

Benefits offered by this job

Full-time employment

Professional development

Career progression

Brand experience

Job summary

Hard Rock Hotel Malta is seeking a personable Guest Relations Executive to join our team. You will be the friendly face guiding guests, addressing enquiries, and ensuring memorable experiences with a proactive, guest-centric approach.

Responsibilities include coordinating VIP arrivals, managing guest feedback, and collaborating with Front Office, Housekeeping and F&B to deliver seamless service. A strong hospitality mindset and English proficiency are essential.

Qualifications

• Previous guest relations or front office experience is preferred.
• Excellent communication and interpersonal skills.
• Genuine passion for hospitality and personalised guest experiences.

Responsibilities

• Welcome and engage with guests for a warm, personalised experience.
• Act as a point of contact for inquiries, requests and concerns.
• Monitor guest satisfaction and identify opportunities to enhance the experience.
• Coordinate VIP arrivals and special occasions with personalised amenities.
• Build relationships with regular guests and VIPs.
• Handle complaints with professional service recovery and follow-up.
• Conduct regular guest interactions to gather feedback and ensure satisfaction.
• Liaise with Front Office, Housekeeping, F&B and other departments to fulfill guest requests.

Job description

At Hard Rock Hotel Malta, we are looking for a personable, proactive and guest-focused Guest Relations Executive to join our team.

The ideal candidate will have a strong background in guest relations or Front Office within a quality hotel environment, excellent communication skills and a genuine passion for hospitality.

The successful candidate will play an important role in creating memorable guest experiences, building positive relationships with guests and ensuring that all guest needs and expectations are handled with care and professionalism.

Key Responsibilities

• Welcome and engage with guests throughout their stay, ensuring a warm, personalised and memorable experience.
• Act as a key point of contact for guests, assisting with enquiries, requests and any concerns that may arise.
• Monitor guest satisfaction and proactively identify opportunities to enhance the overall guest experience.
• Coordinate VIP arrivals, special occasions, personalised amenities and other guest arrangements.
• Build and maintain positive relationships with regular guests, VIPs and other important hotel contacts.
• Handle guest complaints and service recovery situations professionally, ensuring timely resolution and appropriate follow-up.
• Conduct regular guest interactions and visits to identify feedback and ensure satisfaction throughout their stay.
• Liaise closely with Front Office, Housekeeping, Food & Beverage and other departments to ensure guest requests are handled efficiently.
• Ensure that all special requests, guest preferences and relevant information are properly communicated and followed up.
• Monitor online guest reviews and feedback, bringing relevant comments and opportunities for improvement to management's attention.
• Promote the hotel's facilities, restaurants, services and experiences to guests.
• Ensure that guest feedback, complaints and relevant interactions are accurately recorded and communicated to the appropriate departments.
• Support the implementation of guest engagement initiatives and Hard Rock brand standards.
• Maintain a strong presence in guest areas, ensuring accessibility and availability to assist guests whenever required.
• Perform any other duties that may be assigned by management.

Requirements

• Previous experience in Guest Relations, Front Office or a similar guest-facing position, preferably within a hotel environment.
• Excellent communication and interpersonal skills, with the ability to interact confidently with guests from different backgrounds.
• A genuine passion for hospitality and delivering personalised guest experiences.
• Strong problem-solving skills and the ability to handle guest complaints and challenging situations professionally.
• Excellent organisational skills, attention to detail and the ability to manage multiple priorities.
• A friendly, approachable and professional attitude, with a strong sense of responsibility.
• Ability to work effectively with different departments and contribute to a positive team environment.
• Good knowledge of hotel operations and guest service standards.
• Proficiency in Microsoft Office and familiarity with hotel management systems.
• Excellent command of written and spoken English. Knowledge of additional languages will be considered an asset.
• Flexibility to work shifts, including weekends and public holidays, according to operational requirements.
• Applicants must either be currently residing in Malta or hold a valid EU passport.

What We Offer

• Full-time employment within an established hospitality group.
• A dynamic, supportive and professional working environment.
• Opportunities for professional development and career progression.
• The opportunity to play an important role in shaping and enhancing the guest experience at Hard Rock Hotel Malta.
• The opportunity to work within a luxury lifestyle hotel under an internationally recognised brand.

Ready to Make Every Guest Experience Memorable?

Join the team at Hard Rock Hotel Malta and help us create memorable experiences that keep our guests coming back!