Guest Experiences

Work at The Phoenicia Malta

Why? Besides, being a historical 5-star gem, a cherished national treasure, and beloved local landmark, The Phoenicia Malta has been attracting stars, socialites and the crowned heads of Europe for over 75 years. All our guests and employees alike, are our very own ‘stars’, our pride and joy.

A career promise for the stars of the industry (past, present and future).

Our commitment to work is the fruit of a unique collaboration, and a truly professional philosophy. We are all about giving a beautiful part of ourselves in each aspect of our thriving hotel operations. We promise you, that it will be a seriously enriching growth experience. A career you will always be proud of. Discover more, today.

Personality and Role Profile

The Phoenicia Malta Guest Experience Team play a key role in protecting and enhancing The Phoenicia Malta’s most valuable asset, the guest experience. Reporting directly to the Chief Host, the Host ensures that every guest interaction reflects the hotel’s heritage, elegance, and the cultural richness of Malta.

You are ambitious, passionate and energetic person. You will be accountable for delivering consistent and highly personalised guest experiences throughout the entire guest journey – from pre-arrival through to after the guest has departed the hotel. By anticipating guest needs, coordinating closely with colleagues across all departments, and executing thoughtfully curated moments on a consistent basis, as a Host, you will contribute to exceeding the hotel’s success kpi’s particularly as relates to quality of guest experience.

Essential Duties & Responsibilities

•    Will endeavour to reinforce and build “The Phoenicia Host” identity, ensuring the vision and brand personality are consistently bought to life in all guest touchpoints.
•    Assist in coordination and execution of Signature Experiences (e.g., Twilight on the Bastions, From Market to Plate, Artisan’s Trail) blending luxury service with deep cultural immersion.
•    Contribute to the integration of wellbeing, lifestyle, and storytelling elements into every guest journey.
•    Collaborate closely with Front Office, Guest Services, S&M, Reservations and Concierge departments to oversee all pre-arrival, in-stay, and post-stay engagements for VIPs, repeat guests, and LHW Leaders Club members.
•    Follow the established pre-arrival communication, extending this to more room types over time.
•    Ensure every guest interaction is anticipatory, personalised, and flawlessly executed – all delivered to continue to build upon the hotel’s reputation in delivering Remarkable Experiences.
•    Conduct the necessary actions in order to maintain detailed guest profiles to guarantee recognition and personalized experiences for future stays.
•    Work with Chief Host and Quality Manager to resolve any guest issues and take action based on guest feedback in real time to ensure maximum results in our ability to resolve problems.
•    Support the ongoing refinement of The Phoenicia Experiences program based on guest feedback, seasonal opportunities, and emerging trends.

Desirable Experience, Qualifications, and Attributes

•    A positive team player, with warm, confident and empathetic presence
•    Impeccable professional presentation with exceptional interpersonal and hosting abilities
•    An “out of the box” mindset combined with operational discipline.
•    Flexible, resilient, and committed to excellence.
•    Minimum 3 years in luxury guest experience, guest relations, hotel operations or cultural programme management.
•    Proficiency with PMS, CRM, and Microsoft Office.
•    Fluent in English is a requirement with fluency in  Maltese and other languages an advantage but not mandatory.
•    Degree in Hospitality Management, Tourism, or Cultural Studies preferred.