Guest Service Manager
Full‐time position to lead personalized guest experiences across Pullman & Mercure Melbourne Albert Park.
Responsibilities
* Lead and manage Accor's loyalty programme, Accor Live Limitless, actively promoting the programme and driving 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.
Qualifications
* 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.
* Australian working rights required – we are unable to provide sponsorship for this role.
Benefits and Perks
* Exclusive Accor discounts and global benefits, including accommodation and food & beverage discounts for you, your family and friends.
* Access to Accor Partner Benefits such as Europcar.
* Discounted onsite car park.
* Access to a confidential Employee Assistance Program.
* An 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 programmes, including Annual Service Recognition and Accor Tenure Milestone recognition.
* Mentoring and career development alongside experienced and dedicated professionals.
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