Pullman Melbourne City Centre boasts contemporary design that plays on the senses to create the perfect destination for work and play. Every element has been thoughtfully considered and tailored to the modern-day traveler seeking an authentic Melbourne experience. With the city’s best food and fashion on its doorstep, Pullman offers a new level of urban sophistication – an oasis of style in the heart of one of the world’s most cosmopolitan cities.

Job Summary:

The Guest Relations Assistant plays a key role in ensuring a positive guest experience by providing exceptional customer service, addressing guest inquiries to the Guest Relations Manager/Front Office team, and assisting with special requests.

This role involves coordinating guest welcome amenities, assigning guest rooms, assisting with day-to-day guest request., and maintaining a high standard of service to enhance the overall guest experience

This position requires strong communication and admin skills, attention to detail, and a passion for hospitality to enhance guest satisfaction and loyalty.

About the role

We are looking for friendly, team players to be a part of our Guest Relations team!

Responsibilities include but are not limited to:

• Oversee and manage guest communication through DUVE/other hotel communication channels, ensuring timely and personalized responses to inquiries, feedback, and requests.

•  Prepare and update the daily VIP, Loyalty, and Corporate Guest Report arrivals

• Prepare and deliver guests amenities as per company standards.

• Update and maintain guests’ profiles with accurate guest details.

• Coordinate special requests such as special occasions requirements

• Collaborate with other departments (Club Lounge, F&B, front desk, etc.) to ensure guest needs are met.

• Maintain accurate records of guest interactions and preferences to provide personalized service ensuring all profiles are up-to-date.

• Handle guest complaints and concerns professionally, ensuring prompt resolution by escalating it to the Guest Relations department.

• Bookings and recommendations to guest with inquiries regarding hotel services, facilities, transport and tours.

• Assisting Club Lounge operations in breakfast & canapes service.

• Check-In & Check-Out for Members and other hotel guests.

Skills & Qualifications

The successful candidate will have:

• Experience with OPERA, property management system or similar.

• Strong interpersonal and communication skills, and personal presentation.

• Multilingual is a plus!

• Ability to handle stressful situations with professionalism and a problem-solving attitude.

• Self-motivated, driven and energized in a fast-paced environment

• Willingness to work flexible hours, including evenings, weekends, and holidays.

Benefits

• Opportunity to be part of both Erdi – one of Australia's largest privately and independently owned Hotel groups – and Accor, a leading global hospitality company.

• Exceptionally generous accommodation discounts for you, your family and friends.

• Training and career development opportunities

• Food and beverage discounts. 

We value passionate and energetic employees who love what they do. In return, we will provide you with a fun working environment in an amazing new hotel with a great team to learn from. Furthermore, we foster an environment that rewards and recognizes you and provides you with the opportunity for career progression.