Guest Experience Manager

Join us at Accor, 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!​

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.​

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  guests for your colleagues & for your planet 

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

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 an experienced Business Development Manager, you will join our illustrious team and elevate our brand to new heights.

As Guest Experience Manager, 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. Reporting to senior management with insights and recommendations for service improvements. 
• Modify the roster to ensure optimal coverage that meets guest needs.

• 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.

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.