Guest Experience Manager

At Pullman, we celebrate the transformative power of progress — thriving on the art of seeing the familiar in new ways. Here, diverse perspectives collide to spark creativity, and fresh possibilities unfold.

Perfectly positioned on the edge of Fitzroy Gardens and just moments from the MCG, Pullman Melbourne on the Park stands as one of the city’s most iconic hotels, renowned for its legacy of delivering first-class experiences to business travellers, curious explorers, and passionate sports fans alike.

As a Guest Experience Manager, you will play a pivotal role in managing all aspects of guest relations, ensuring a flawless customer journey from pre-arrival to post-departure. 

Reporting to the Rooms Division Manager the Guest Experience Manager's responsibilities will included (but not limited to): 

• Oversee all aspects of guest relations, ensuring a seamless customer journey from pre-arrival through post-departure.

• Warmly welcome guests, manage inquiries, requests, and complaints, and coordinate special amenities, events, and VIP arrangements.

• Build strong guest relationships, maintain accurate and up-to-date guest profiles, and support the training and development of Front Office team members.

• Monitor guest feedback and NPS trends, responding across all platforms to drive continuous improvement and elevate the overall guest experience.

• Anticipate guest needs, deliver personalised service, and ensure all touchpoints reflect exceptional service standards. 

You will ideally have the following experience:

• Strong interpersonal skills, empathy, and polished communication. 

• Excellent problem-solving abilities and attention to detail.

• Proven capability in managing guest feedback with professionalism and diplomacy.

• Valuable Savings and Perks: Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.

• Global Accor Privileges: Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.

• Development and Opportunities: At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network