Guest Experience Manager

As Guest Experience Manager you will anticipate guests needs address any concerns and create a personalised experience in line with Pullmans premium standards. You will act as a key point of contact for VIP guests handling special requests and coordinating with various departments to ensure seamless service. This role requires a deep understanding of hospitality attention to detail and a passion for exceeding guest expectation.

Main Duties/Responsibilities:

• Ensure that all guests receive a warm welcome and exceptional service from the moment they arrive until they depart. This includes personally greeting VIPs and Loyalty Members repeat guests and handling special requests. 
• Anticipate guests needs and preferences and tailoring services to create a personalised and memorable experience. This may involve arranging special amenities booking activities or managing dining reservations. 
• Collaborate with other hotel departments such as front office housekeeping food and beverage and concierge to ensure that guest requests and expectations are met consistently and provide daily updates on VIP and Loyalty Members movements.  
• Maintain detailed records of guest interactions preferences complaints and resolutions. Reporting to senior management with insights and recommendations for service improvements. 
• Modify the roster to ensure optimal coverage that meets guest needs.

Qualifications :

• Proven experience in a premium or luxury hotel environment focused on Guest Experience. 
• Strong interpersonal and communication skills with a commitment to delivering excellent guest service. 
• Ability to multitask and work under pressure in a fast-paced environment. 
• Experience in using Opera PMS
• Ability to work a variety of shifts including evenings weekends and public holidays. 
• Must have valid Australian Working Rights.

Additional Information :

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process you are most welcome to let us know.

        Benefits Your Way:

• Access to Accor team benefits including global discounts on accommodation and food & beverage.
• A supportive and collaborative work environment.
• The opportunity to grow and progress your career with Australias largest hospitality employer Accor
• Accor has a strong focus on ensuring all of its people feel welcome and feel valued.

           Why work for Accor

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit Do what you love care for the world dare to challenge the status quo! #BELIMITLESS.

Additionally our Hotel team are a great mix of fun friendly and industry experts making this a great team to be part of.

Remote Work :

No

Employment Type :

Full-time