Group Customer Relations Manager

Hugo’s Group is Malta’s premier hospitality and entertainment brand, bringing together vibrant nightlife destinations, a signature burger bar, and two cutting edge hotels. Built on a foundation of exceptional service and forward-thinking innovation, we continue to set new standards in guest experiences.

At Hugo’s Group, we offer rewarding career opportunities, competitive benefits, and a collaborative environment where teamwork is at the heart of everything we do. As proud holders of the Equality Mark certification, we are deeply committed to fostering an inclusive, supportive, and transparent workplace where every individual has the opportunity to thrive.

If you’re driven, energetic, and passionate about hospitality, join our dynamic team and play a key role in creating unforgettable experiences for guests from across the globe.

The Group Customer Relations Manager is responsible for leading and standardizing the customer relations function across a portfolio of hotels and food & beverage outlets. This role drives the execution of guest experience strategies, enhances customer satisfaction, and fosters brand loyalty. The position requires deep hospitality expertise, strong leadership, and a strategic approach to ensure exceptional service delivery across all guest-facing operations.

Responsibilities:

• Lead, monitor, and elevate customer service standards across all hotels and F&B outlets within the group
• Serve as the key point of escalation for complex guest issues, ensuring rapid and effective resolution
• Ensure VIP guests and repeat customers receive personalized service experiences tailored to their preferences
• Oversee guest communication channels (phone, email, in-person, digital platforms), ensuring prompt and professional handling of inquiries and feedback
• Coordinate with Front Office, F&B, Housekeeping, and other departments to ensure seamless service delivery
• Develop and implement group-wide strategies to build long-term guest loyalty, including personalized communication and engagement initiatives
• Identify and capitalize on upselling and cross-selling opportunities in coordination with revenue management and marketing teams
• Establish a framework for proactive guest engagement before, during, and after their stay or visit
• Monitor and analyse customer satisfaction metrics, online reviews, and guest feedback across all properties
• Report trends to senior management and develop action plans to address root causes of dissatisfaction
• Implement, lead and support mystery audit programs and other quality assurance mechanisms
• Conduct ongoing training and coaching programs for front-line staff, focusing on service excellence, complaint handling, and brand standards
• Ensure all customer-facing personnel are fully aligned with the group's service ethos and brand identity
• Collaborate with Operations, Sales, and Marketing to align customer experience strategies with broader business objectives
• Support the development and execution of new service innovations and guest programs that enhance the group’s competitive advantage.

Qualifications & Assets:

• A minimum of 3 years' experience in a leadership role focused on customer relations or guest experience within the hospitality sector, ideally across multiple properties or brand portfolios
• Proven operational expertise in both hotel and food & beverage service environments
• Outstanding interpersonal and communication skills, with fluency in English; proficiency in additional languages is considered advantageous
• Established success in driving guest satisfaction, managing complaint resolution, and delivering team training initiatives
• Strong analytical capabilities with a keen eye for detail and the ability to leverage guest data to inform service enhancements
• Proficiency in CRM platforms, online reputation management tools, and guest feedback systems
• Demonstrates a high level of professionalism, discretion, and the ability to remain composed under pressure
• Flexible availability, including evenings, weekends, and holidays, as required by operational demands