Company Description
Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.
Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.
Job Description
Reporting to the Senior Pullman Host and Director of Operations, the Pullman Host is a guest experience expert with a passion for hospitality, operations, and the local destination. As a highly visible and mobile team member, the Pullman Host serves as a welcoming, accessible, and primary point of contact for guests throughout their stay.
The role is responsible for creating memorable guest experiences by anticipating needs, personalizing service, and responding promptly and professionally to requests, concerns, and feedback. As a true ambassador of the hotel and the Pullman brand, the Pullman Host embodies the Heartist® philosophy through genuine hospitality, professionalism, approachability, and a commitment to guest satisfaction and loyalty.
Your Key Responsibilities will be driving by the following pillars:
Guest Experience
- Welcome and assist guests throughout their stay in a friendly and professional manner.
- Provide personalized service and respond to guest requests promptly.
- Support the arrival and departure experience for individual, group, and VIP guests.
- Provide local information, recommendations, and general concierge assistance.
- Handle guest enquiries and resolve concerns or escalate them when required.
- Maintain accurate guest information in hotel systems.
- Work closely with other hotel departments to ensure guest needs are met.
- Demonstrate Accor's Heartist® behaviors and represent the Pullman brand positively at all times.
Sales & Promotion
- Promote the ALL - Accor Live Limitless loyalty programme to guests.
- Recommend hotel facilities, dining venues, and services to enhance the guest experience.
- Identify opportunities to upsell rooms, hotel services, and guest experiences.
- Maintain a sound knowledge of hotel facilities and local attractions.
- Participate in hotel tours and familiarization activities as required.
Teamwork & Operations
- Work cooperatively with all hotel departments to provide a seamless guest experience.
- Assist with operational requirements during busy periods and special events.
- Maintain a professional appearance and high standard of presentation.
- Follow all hotel policies, procedures, and workplace health and safety requirements.
- Complete other reasonable duties within the scope of the role as directed.
Qualifications
Skills, Experience & Qualifications
- Previous experience in a hotel, hospitality, guest services, customer service, or concierge role preferred.
- Experience providing exceptional customer service in a fast-paced environment.
- Proficiency in Microsoft Office applications and hotel management systems (Opera experience desirable, however not essential).
- Strong verbal and written communication skills in English.
- Additional language skills are highly regarded.
- Sound knowledge of local attractions, events, restaurants, and experiences, or the ability to quickly develop this knowledge.
- Ability to manage multiple tasks while maintaining a high level of guest service.
- Flexible to work a rotating roster including weekends, public holidays, and evenings.
- Relevant hospitality qualifications are desirable but not essential.
Personal Attributes
We are looking for someone who is:
- Friendly, approachable, and passionate about creating memorable guest experiences.
- Naturally engaging and confident when interacting with a diverse range of guests.
- Curious, adaptable, and eager to learn.
- Proactive and solutions-focused.
- Professional, reliable, and well-presented.
- Organized, with strong attention to detail.
- Able to remain calm and professional when handling guest concerns.
- A team player who collaborates effectively across departments.
- Energetic and enthusiastic, with a genuine passion for hospitality.
- Interested in local culture, events, dining, and experiences, and enjoys sharing this knowledge with guests.
Additional Information
What are the benefits?
We believe that work should be fun, for you and our guests, and give you opportunities to learn and grow yourself and others. As Australia’s largest hotel network we can offer great staff benefits such as international hotel discounts, discounts at our many partners including Samsung, Medibank and more, and extensive career opportunities.
- ALL Heartist, Employee benefit card, offering discounted rates in Accor and partners worldwide
- Learning programs through our “Learn your Way” Academy platforms, ongoing training and development opportunities (self-pace, virtual webinars, face to face)
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities.
- Duty Meal
- Laundered uniform
- FlareHR Discounts
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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
