Guest Service Manager

About the job

About the role: We’re looking for a passionate and guest-focused full-time Guest Service Manager to lead personalised guest experiences across Pullman & Mercure Melbourne Albert Park. Reporting to the Rooms Division Manager and Hotel Manager, this role works closely with operational teams to deliver exceptional service, build strong relationships with VIP and loyalty guests, champion Accor Live Limitless, and create memorable guest experiences aligned with Pullman brand standards and Accor’s Heartist culture. Lead and manage Accor’s loyalty programme, Accor Live Limitless, to actively promote the programme and drive 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.