Guest Service Manager

About the role:
Were looking for a passionate and guest-focused full-time Guest Service Manager to lead personalised guest experiences across Pullman & Mercure Melbourne Albert Park. Reporting to the Rooms Division Manager and Hotel Manager this role works closely with operational teams to deliver exceptional service build strong relationships with VIP and loyalty guests champion Accor Live Limitless and create memorable guest experiences aligned with Pullman brand standards and Accors Heartist culture.

• Lead and manage Accors loyalty programme Accor Live Limitless to actively promote the programme and drive member recruitment and engagement.
• Respond promptly and professionally to guest feedback ensuring appropriate follow-up actions are implemented and communicated.
• Proactively monitor upcoming guest stays including VIPs loyalty members long-stay guests and residential/conference groups ensuring personalised preparation and service delivery.
• Maintain strong relationships with loyalty members and returning guests ensuring their experience consistently meets the highest standards.
• Lead motivate and inspire team members to create a positive and productive workplace culture fostering meaningful guest interactions aligned with Accors Heartist principles and Pullman brand standards.
• In collaboration with Engineering and Housekeeping teams ensure guest rooms are well maintained fully serviced and presented to a high standard prior to guest arrival.
• Support Food & Beverage revenue strategies by identifying upselling opportunities and enhancing the overall guest experience.
• Assist the Sales & Marketing team in the execution and promotion of hotel services facilities and current campaigns or offers.
• Maintain up-to-date knowledge of local area attractions events and hotel activities to enhance guest recommendations and engagement.
• Act as an Accor advocate by actively promoting brand initiatives loyalty benefits special offers and services available across the Accor network.

Qualifications :

About you:

• Previous experience within a hotel environment in a Guest Relations Concierge Front Office Duty Manager or hotel leadership capacity.
• Proven ability to lead motivate and develop teams within a fast-paced hospitality environment.
• Strong passion for guest experience and personalised service delivery.
• Demonstrated experience handling guest feedback service recovery and conflict resolution in a professional and timely manner.
• Solid understanding of hotel operations including Front Office and Food & Beverage operations.
• Experience building strong relationships with VIP guests loyalty members and returning guests highly regarded.
• Understanding of hotel loyalty programmes guest engagement initiatives and upselling opportunities advantageous.
• Strong knowledge of Melbourne attractions dining events and local experiences advantageous.
• Confident using hotel systems and operational reporting tools; experience with Opera Cloud or similar PMS advantageous.
• Excellent organisational skills with the ability to manage competing priorities and operational demands.
• Strong communication and interpersonal skills with the ability to engage effectively with guests team members and stakeholders across all levels.
• Well presented with a professional and approachable manner.
• Flexibility to work across a 7-day rotating roster in line with operational requirements.

Additional Information :

Benefits and Perks:

• Enjoy exclusive Accor discounts and global benefits including but not limited to accommodation and food & beverage discounts for you your family and friends.
• Access to Accor Partner Benefits such as Europcar.
• Discounted onsite car park available.
• Access to confidential Employee Assistance Program.
• Inclusive and diverse environment.
• A friendly and supportive work environment.
• Excellent opportunity to further grow and develop your career with an industry leader
• Reward and recognition programs including Annual Service Recognition and Accor Tenure Milestone recognition
• Mentoring and career development along-side experienced and dedicated professionals.

Apply today to start a conversation and see where your Accor career can take you!

***We are unable to provide sponsorship for this role so Australian working rights are required. 

Remote Work :

No

Employment Type :

Full-time