Guest Experience Supervisor

Pullman & Mercure King George Square is a vibrant 438 room twin towered hotel which acts as a sanctuary for leisure and business travelers. Located opposite King George Square, City Hall and ideally situated in the heart of Brisbane CBD the hotel has some of the largest conference spaces in Brisbane incorporating 2 ballrooms. The hotel also features the amazing and extremely popular venues of Goldfinch Restaurant and Street Cafe, as well as Sixteen Antlers Rooftop Bar.

Life with us is about bringing the passion, staying curious, and performing at your best. If you can do that; this opportunity is limitless! As a Guest Experience Supervisor, you will join our team and make every guest moment a positively memorable one. 

As Guest Experience Supervisor, you will anticipate guests needs, address any concerns, and create a personalised experience in line with Pullman's 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. 

• Proven experience in a premium or luxury hotel environment with a focus on Guest Services.   
• 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.

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 discount's on accommodation and food & beverage.
• A supportive and collaborative work environment.
• The opportunity to grow and progress your career with Australia’s 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 Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/ 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.