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Guest Services Manager

Guest Services Manager

Pullman Hotels & ResortsCity of Brisbane, QLD, Australia
4 days ago
Job description

Company Description

Join us at Accor, where life pulses with passion! As a pioneer in responsible hospitality, the Accor Group comprises over 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations across 110 countries. Each brand has its unique personality, offering opportunities for self-discovery, innovation, and challenge.

By joining us, you become a Heartist, because hospitality is, first and foremost, a work of heart. You will be part of a caring environment and a team where you can be your true self. We support your growth, fulfillment, and career opportunities both locally and globally. Enjoy exclusive benefits and recognition for your dedication.

Every task you undertake with us will create meaningful, memorable, and impactful experiences for guests, colleagues, and the planet.

About the Hotel

Pullman & Mercure King George Square is a vibrant 438-room twin-tower hotel serving leisure and business travelers. Located opposite King George Square and City Hall, in Brisbane's CBD, it features large conference spaces, including two ballrooms, and popular venues like Goldfinch Restaurant, Street Cafe, and Sixteen Antlers Rooftop Bar.

Life with us is about passion, curiosity, and excellence. If you can bring your best, this opportunity is limitless. We are seeking an experienced Business Development Manager to elevate our brand.

Job Description

As Guest Services Manager, you will anticipate guests’ needs, address concerns, and deliver personalized experiences aligned with Pullman’s premium standards. You will serve as a key contact for VIP guests, handle special requests, and coordinate with departments to ensure seamless service. A deep understanding of hospitality, attention to detail, and a passion for exceeding expectations are essential.

Main Duties & Responsibilities

  • Ensure guests receive a warm welcome and exceptional service from arrival to departure, including greeting VIPs and Loyalty Members and handling special requests.
  • Anticipate guest needs and preferences, tailoring services to create memorable experiences, such as arranging amenities, activities, or dining reservations.
  • Collaborate with front office, housekeeping, F&B, and concierge to meet guest expectations and provide daily updates on VIP and Loyalty Members.
  • Maintain detailed records of guest interactions, preferences, complaints, and resolutions; report insights and suggestions for service improvements to senior management.
  • Adjust staff rosters to ensure optimal coverage and guest satisfaction.

Qualifications

  • Proven experience in a luxury hotel environment, focusing on Guest Services.
  • Strong interpersonal and communication skills with a commitment to excellent service.
  • Ability to multitask and work under pressure in a fast-paced setting.
  • Experience with Opera PMS.
  • Flexibility to work various shifts, including evenings, weekends, and holidays.
  • Valid Australian Working Rights.

    • Additional Information

    Our Commitment To Diversity & Inclusion

    We are an inclusive company, committed to attracting, recruiting, and promoting diverse talent. Reasonable adjustments are available during the recruitment process; please let us know if needed.

    Benefits

  • Access to Accor benefits, including global discounts on accommodation and F&B.
  • A supportive, collaborative work environment.
  • Opportunities for career growth within Australia’s largest hospitality group.
  • We focus on making all team members feel welcome and valued.

    • Why work for Accor?

    We are more than a global leader; we support your growth and learning, making work meaningful. Join us to explore limitless possibilities in hospitality. Discover your next chapter at Accor Careers. Do what you love, care for the world, and dare to challenge the status quo! #BELIMITLESS

    Our hotel team is a vibrant mix of fun, friendly, and industry experts—making it a great team to be part of.

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    Guest Service • City of Brisbane, QLD, Australia