Guest Relations Manager

Join us at Accor and Pullman Auckland, where life pulses with passion!​

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, where you will be able to truly find yourself, they all share a common ambition: to keep innovating and challenging the status-quo.​

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.​

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!​

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work+ event spaces with vibrant social atmosphere for business, leisure and local guests.

Our service promise, 'Progress Together, Anytime, Anywhere,’ empowers us to embrace others progress as our own by seeking opportunities, connect with meaning and make an impact.

A visionary change agent who actively seeks opportunities and forges meaningful connections to create a lasting impact.

Hospitality is a work of heart,​
Join us and become a Heartist®.

The Guest Relations Manager is key to driving positive guest satisfaction and ensuring the hotel’s continued progress in improving the guest experience. You thrive when given the freedom to create a personalised and authentic connection with guests from the reservation, arrival and  through to departure. A resourceful problem solver and researcher, you remove the worry for our guests by discovering and delivering on guest needs prior to arrival. Working in harmony with Heartists®, you inspire teams to be curious and adaptable to guest needs so we can exceed their expectations.

Role Foundations:

• Develop strong relationships with guests pre-arrival
• Liaise with other departments on guest experience
• Encourages and trains Heartists® to upsell/cross sell
• Meets departmental targets
• Completes reporting on guest complaints and feedback
• Oversees and assesses Heartist® guest service
• Arranges and prepares pre-arrival briefing packs for Heartists®
• Initiate and coordinate new projects to enhance the overall guest experience

This is a Full Time Position, 40 hours per week, Annual Salary of $70,000, plus incredible Global Benefits

Key Skills:

• Clear and effective communication skills
• Multitasking and time management
• Strong attention to detail
• Teamwork and able to work independently
• Proven ability to build and develop guest relationships
• Prior experience working with Opera Cloud or a related system
• First Aid Certificate
• At least three years in the hospitality industry 
• At least two years’ experience in a Supervisory role in Front Office or Guest Relations within a hotel environment

Why join Pullman Auckland? 

Our People+ Culture

We are, who we serve

We hire for personality, train for skill.
A personality that reflects our brand character and embodies, the progressive, inclusive, optimistic,
and multi-hyphen spirit of our muse.

• We seek opportunities
• We connect with meaning
• We make a positive impact

We also believe in rewarding your achievements with a range of exciting employee benefits and programs.
Just to name a few:

• Learn your Way - Access to our Accor Academy so you can Earn while you Learn!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Daily staff meals provided while on duty
• Accor's Parental Leave Scheme
• Ongoing reward and recognition incentives
• Opportunities for further development and worldwide career progression within Accor

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.