Luxury Hotel Operations Leader & Guest Experience

Pullman; Queensland; On-site; AUD 140,000 - 180,000; Full time

Job summary

Accor's Pullman brand is seeking an Operations Manager for a Queensland property. This senior role partners with the General Manager to translate hotel strategy into day-to-day execution, creating exceptional guest experiences and leading strong teams.

You will drive operational excellence, loyalty engagement and financial performance while maintaining Pullman luxury standards across all touchpoints. A proven, coachable, high-energy leader will thrive.

Qualifications

• Proven leadership experience within full-service, premium or luxury hotel environments.
• Experience leading complex hotel operations with influence across departments.
• Strong understanding of guest experience, operational performance and commercial outcomes.
• Demonstrated ability to coach, develop and inspire leaders and high-performing teams.
• Strong business acumen balancing service excellence with operational discipline.
• Experience using hotel systems including Opera Cloud is highly regarded.
• Excellent communication and stakeholder management skills.
• Full Australian working rights required.

Responsibilities

• Provide visible and hands-on leadership across the hotel, ensuring priorities are aligned and delivered.
• Partner with department leaders to create seamless guest journeys from arrival to departure.
• Champion the Pullman brand promise and ensure service standards across all guest touchpoints.
• Use guest feedback, service insights and data to identify opportunities and improve the guest experience.
• Lead effective guest recovery with professionalism, ownership and care.
• Support alignment across departments to deliver VIPs, groups, events and priorities.
• Drive commercial outcomes and operational performance with the General Manager.
• Translate hotel objectives into clear departmental actions and support leaders in achieving targets.

Skills

Leadership

Guest experience

Operational excellence

Commercial performance

Staff development

Communication

Stakeholder management

Tools

Opera Cloud

Job description

Accor's Pullman brand is seeking an Operations Manager for a Queensland property. This senior role partners with the General Manager to translate hotel strategy into day-to-day execution, creating exceptional guest experiences and leading strong teams.

You will drive operational excellence, loyalty engagement and financial performance while maintaining Pullman luxury standards across all touchpoints. A proven, coachable, high-energy leader will thrive.