Guest Service Manager

At Pullman & Mercure Melbourne Albert Park, We grow through curiosity!
Situated opposite Albert Park Lake, our dual-brand hotel hosts 378 rooms, restaurant, bar, pool, gym and one of the largest conference spaces in Melbourne with 32 event and conference spaces; offering business and leisure travellers a lavish space to meet and rejuvenate.

Together, We Champion Progress...
At Pullman, Progress is at the heart of what we do! By joining Accor & Pullman Melbourne Albert Park, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. 

Our Accor Purpose
Pioneering the Art of Responsible Hospitality, connecting Cultures, with Heartfelt Care. Pullman & Mercure Melbourne Albert Park is part of the Accor group. Accor is Australia’s largest hotel network with 50+ brands, 5100+ hotels operating in 110 countries. 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.

About the role:
We’re 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 Accor’s Heartist culture.

• Lead and manage Accor’s 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 Accor’s 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.

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.

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.