Guest Relations Manager

Company DescriptionJoin us at Accor and Pullman Auckland, where life pulses with passion!As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.
While each brand has its own personality, they all share a common ambition: to keep innovating and challenging the status-quo.By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.You will join a caring environment and a team where you can be all you are.
You will be in a supportive place to grow and pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world!Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work and event spaces with vibrant social atmosphere for business, leisure and local guests.Our service promise, 'Progress Together, Anytime, Anywhere,' empowers us to embrace others' progress as our own by seeking opportunities, connecting with meaning and making an impact.Job DescriptionThe Guest Relations Manager is key to driving positive guest satisfaction and ensuring the hotel's continued progress in improving the guest experience.
You thrive when given the freedom to create a personalised and authentic connection with guests from the reservation, arrival and through to departure.
A resourceful problem solver, you remove the worry for our guests by discovering and delivering on guest needs prior to arrival.
Working in harmony with Heartists, you inspire teams to be curious and adaptable to guest needs so we can exceed their expectations.Role FoundationsDevelop strong relationships with guests pre-arrivalLiaise with other departments on guest experienceEncourage and train Heartists to upsell/cross-sellMeet departmental targetsComplete reporting on guest complaints and feedbackOversee and assess Heartist guest serviceArrange and prepare pre-arrival briefing packs for HeartistsInitiate and coordinate new projects to enhance the overall guest experienceThis is a Full Time Position, 40 hours per week, Annual Salary of $70,000, plus incredible Global BenefitsQualificationsKey Skills:Clear and effective communication skillsMultitasking and time managementStrong attention to detailTeamwork and ability to work independentlyProven ability to build and develop guest relationshipsPrior experience working with Opera Cloud or a related systemFirst Aid CertificateAt least three years in the hospitality industryAt least two years' experience in a Supervisory role in Front Office or Guest Relations within a hotel environmentAdditional InformationWhy join Pullman Auckland?Our People + CultureWe hire for personality, train for skill.
A personality that reflects our brand character and embodies the progressive, inclusive, optimistic spirit of our muse.We seek opportunitiesWe connect with meaningWe make a positive impactWe also believe in rewarding your achievements with a range of exciting employee benefits and programs.Just To Name a FewLearn your Way - Access to our Accor Academy so you can Earn while you Learn!Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation WorldwideDaily staff meals provided while on dutyAccor's Parental Leave SchemeOngoing reward and recognition incentivesOpportunities for further development and worldwide career progression within AccorOur Commitment To Diversity & InclusionWe are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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