Guest Services Manager

3 weeks ago

Brisbane, Queensland, Australia Buscojobs Full time
Overview

As Guest Services Manager, you will anticipate guests' needs, address any concerns, and create a personalised experience in line with Pullman's premium standards. You will act as a key point of contact for VIP guests, handling special requests, and coordinating with various departments to ensure seamless service. This role requires a deep understanding of hospitality, attention to detail, and a passion for exceeding guest expectation.

Main Duties / Responsibilities
  • Ensure that all guests receive a warm welcome and exceptional service from the moment they arrive until they depart. This includes personally greeting VIPs and Loyalty Members, repeat guests, and handling special requests.
  • Anticipate guests' needs and preferences, and tailor services to create a personalised and memorable experience, such as arranging special amenities, booking activities, or managing dining reservations.
  • Collaborate with other hotel departments, such as front office, housekeeping, food and beverage, and concierge, to ensure that guest requests and expectations are met consistently and provide daily updates on VIP and Loyalty Members movements.
  • Maintain detailed records of guest interactions, preferences, complaints, and resolutions, and report to senior management with insights and recommendations for service improvements.
  • Modify the roster to ensure optimal coverage that meets guest needs.
Qualifications
  • Proven experience in a premium or luxury hotel environment with a focus on Guest Services.
  • Strong interpersonal and communication skills with a commitment to delivering excellent guest service.
  • Ability to multitask and work under pressure in a fast-paced environment.
  • Experience in using Opera PMS
  • Ability to work a variety of shifts including evenings, weekends and public holidays.
  • Must have valid Australian Working Rights.
Additional Information

Our commitment to Diversity & Inclusion :

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you are most welcome to let us know.

Benefits
  • Access to Accor team benefits, including global discounts on accommodation and food & beverage.
  • A supportive and collaborative work environment.
  • The opportunity to grow and progress your career with Australia's largest hospitality employer – Accor
  • Accor has a strong focus on ensuring all of its people feel welcome and valued.
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