Lifestyle 2026 - Guest Relations and VIP Manager

Role Summary

The Guest Relations and VIP Manager is responsible for managing and developing relationships with VIP guests, high-value clients and repeat visitors across all Lifestyle venues. This role acts as the primary point of contact for key guests, ensuring they feel recognised, valued and consistently looked after. This position focuses on delivering a highly personalized experiences, managing guest preferences, special requests and bespoke experiences from pre-arrival through to post-visit engagement. Working closely with operations, event and marketing teams, the role ensures every VIP interaction is seamless, memorable and aligned with the brand, with the aim of driving loyalty, frequency of visits and overall guest satisfaction.

Key Duties

• VIP Management
• Act as the primary point of contact for VIP guests, repeat clients and key stakeholders
• Build and maintain strong relationships with high-value guests to encourage repeat visits and referrals
• Coordinate VIP bookings, ensuring all details, preferences and special requests are executed flawlessly
• Work with senior management to identify and target new VIP segments and opportunities
• Guest Experience Journey Management
• Oversee the full guest journey, ensuring a consistently high standard of service across all touchpoints
• Drive personalization through detailed guest profiling, preferences and occasion tracking
• Ensure all venues deliver a warm, professional and engaging arrival, dining and departure experience
• Identify gaps in the guest journey and implement improvements across the group
• Guest Feedback Reputation Management
• Monitor guest feedback across all platforms, including SevenRooms, Google and internal reporting
• Respond to guest concerns in a timely, professional and solution-driven manner
• SevenRooms Guest Data Management
• Ensure full utilisation of SevenRooms for guest profiling, tagging and tracking behavior
• Maintain accurate and detailed guest profiles, including preferences, visit history and spend patterns
• Identify opportunities for upselling and personalized experiences through data insights
• Team Training Service Standards
• Lead training initiatives focused on guest engagement, personalization and service excellence
• Ensure all front-of-house teams understand VIP handling procedures and expectations
• Promote a culture of hospitality, attention to detail and proactive guest care

Key Skills

• Guest Experience Expertise
• Strong understanding of luxury or high-end hospitality service standards
• Proven ability to build and maintain relationships with VIP guests and key stakeholders
• Congnitive in handling high-pressure situations and resolving guest concerns effectively
• Communication
• Excellent verbal and written communication skills
• Strong presence and professionalism when interacting with high-profile guests

What We Offer

• Opportunity to work with one of Malta’s most dynamic hospitality groups
• Exposure to premium restaurant brands and high-profile events
• Career development within a growing hospitality portfolio
• Competitive salary and performance incentives

To Apply

To apply for this job, click the "Apply for this Job" button and submit your CV. We look forward to hearing from you!