Guest Services Manager

THE PULLMAN IS YOUR PLAYGROUND

Pullman Hotels & Resorts set the new standard in extraordinary global travel and living, delivering a unique experience to today's hyper-connected global nomads. Part of Accor Hotels, Pullman Auckland's sleek interiors emit a warm and friendly vibe, creating an intimate atmosphere whether in the lobby lounge, by the 25 metre heated swimming pool, or within one of 16 dynamic meeting spaces. A selection of spacious hotel rooms, the exclusivity of an executive lounge, and chic residential suites with living areas and kitchen facilities framing views from city to sea uniquely redefines the lifestyle of the modern explorer.

Pullman Auckland is seeking a passionate and dedicated Guest Relations Manager to join our team in a luxury hotel environment. Working closely with our Front Office team, you'll play a key role in creating memorable experiences for our guests from the moment they arrive, ensuring they feel truly valued and cared for.

Your key responsibilities will include but are not limited to:

• Define, implement, and oversee the Customer Journey, ensuring excellence at every 'touch point'
• Develop and maintain a customer service culture that exceeds guest expectations by leading and mobilising the hotel’s management and teams around the Customer Journey process.
• Measure the effectiveness of guest experience initiatives, drive continuous improvement, and actively manage our reviews to ensure ongoing improvement.
• Initiate and coordinate new projects to enhance the overall guest experience

Whilst talent and attitude are our primary requirements, you also have:

• Supervisory experience in Front Office or Guest Relations within a hotel environment
• A relevant tertiary qualification or a minimum of three years' experience in Hospitality and Tourism  or Hotel Management.
• Experience in measuring and analysing guest experience initiatives, including managing and improving guest reviews and feedback.
• Immaculate personal presentation and high level of communication  - both written and verbal.
• Leadership capability

Why join Accor? 
Accor isn't just about developing your career; it's also about helping you enjoy it too. We 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!
• Work Your Way - Flexibility to ensure a work life balance!
• Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
• Accor's refer-a-friend bonus
• Daily staff meals provided
• Accor's Parental Leave Scheme
• Access to our Employee Assistance Program

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're welcome to let us know.

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"