Guest Service Manager (Port Phillip City)

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 robust 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. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3r7kb0