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Guest Relations Manager

1 week ago

Auckland, Auckland, New Zealand Pullman Full time

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 and researcher, 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 Foundations:Develop strong relationships with guests pre-arrivalLiaise with other departments on guest experienceEncourages and trains Heartists to upsell/cross sellMeets departmental targetsCompletes reporting on guest complaints and feedbackOversees and assesses Heartist guest serviceArranges and prepares 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 able 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 industry At 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 are, who we serveWe hire for personality, train for skill.A personality that reflects our brand character and embodies, the progressive, inclusive, optimistic,and multi-hyphen 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 few:Learn your Way - Access to our Accor Academy so you can Earn while you LearnIncredible 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 & Inclusion:We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.