- Full-Time
- Permanent
- PULLMAN
- Rooms
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Pullman Melbourne On The Park, East Melbourne, Australia
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REF87734O
Guest Experience Manager
Region
MEA SPAC
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
Discover a world where life pulses with passion
Diversity & Inclusion for Accor means welcoming each and everyone and respecting their differences by giving priority only to qualities and skills in extending employment and development opportunities. Our ambition is to provide meaningful employment, a warm and welcoming culture, excellent working conditions and to promote the development of all people, including those with disabilities.
When applying, do not hesitate to let us know of any specific needs you may have so that we can take them into consideration.
LET
YOUR PASSION SHINE
We foster
our creativity, our excellence and progressiveness. We interconnect with
each other and our environment, to create a new kind of quiet luxury. With us, you can take pride in
being part of a wider global team leading the way in local sustainability
initiatives. Working together with our communities, we will empower you to
make your own meaningful impact.
Let your passion shine
We take pride in promoting heartfelt hospitality with a French Zest, valuing passion, excellence and emotional intelligence. We pioneer a committed and sustainable approach to luxury, encouraging openness and inclusivity. We value new encounters with colleagues and guests from all horizons with a goal of creating a distinctive culture together.
JOIN US
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