Guest Relations Coordinator

Novotel & ibis Balikpapan; Auckland; On-site; NZD 55,000 - 65,000; Full time

Benefits offered by this job

Accor Academy access

AccorHeartist Benefits

Staff meals provided on duty

Parental Leave Scheme

Rewards and recognition

Worldwide career progression

Job summary

Pullman Auckland, a member of the Accor family, seeks a passionate Guest Relations Coordinator to elevate guest experiences, coordinate personalised experiences, champion loyalty recognition, and drive service excellence. You will thrive as a key ambassador, building meaningful guest connections and ensuring memorable stays.

Reporting to the Front Office & Guest Relations Manager, you will coordinate VIP arrivals, loyalty benefits, and special requests while collaborating with all departments to

Qualifications

• Accor experience and strong knowledge of loyalty programs.
• Genuine passion for providing exceptional guest experiences.
• Ability to build rapport with guests and anticipate needs.
• Previous experience in Guest Relations, Front Office, Concierge, or guest-facing role.
• Strong written and verbal communication skills.
• Exceptional attention to detail and organizational skills.
• Confidence managing guest feedback and service recovery.
• Proactive approach and professional, engaging personality.
• Flexible to work a rotating roster including weekends and public holidays.

Responsibilities

• Deliver exceptional, personalised guest experiences throughout the guest journey.
• Act as a key contact for VIP guests, ALL - Accor Live Limitless members, long-stay guests, and special occasions.
• Coordinate VIP arrivals, amenities, welcome experiences, celebrations, and special requests.
• Build meaningful relationships with guests and anticipate their needs.
• Champion guest recognition initiatives and ensure loyalty benefits are delivered.
• Monitor and respond to guest feedback and online reviews professionally.
• Investigate guest concerns and coordinate effective service recovery solutions.
• Support guest experience initiatives through insights and trends.
• Collaborate with Front Office, F&B, Housekeeping, Reservations, Sales & Marketing for seamless service.
• Assist with guest activations, events, networking, and loyalty experiences.
• Promote Pullman and Accor brand standards in every interaction.

Skills

Loyalty programs

Guest experience

Communication skills

Guest relations

Proactive & detail-oriented

Job description

At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work+ 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, connect with meaning and make an impact.

A visionary change agent who actively seeks opportunities and forges meaningful connections to create a lasting impact.

Hospitalityisaworkofheart,
Joinus andbecomeaHeartist®.

We believe exceptional hospitality is about creating meaningful and memorable experiences. We are seeking a passionate and guest-focused Guest Relations Coordinator to elevate our guest experience and deliver service that exceeds expectations at every touchpoint.

As a key ambassador for the hotel, you will build genuine connections with guests, coordinate personalised experiences, champion loyalty recognition, and act as a driving force behind guest satisfaction and service excellence.

The Guest Relations Coordinator is responsible for enhancing guest satisfaction through personalised service, memorable guest experiences, loyalty engagement, and service excellence.

Working collaboratively across all hotel departments and reporting to the Front Office & Guest Relations Manager, you will focus on delivering exceptional VIP guest experiences, driving guest engagement initiatives, coordinating service recovery efforts, managing online reputation, and supporting loyalty program delivery. As a Pullman Progress Champion, you will challenge the ordinary, anticipate guest needs, and create innovative, personalised experiences that inspire loyalty and exceed expectations.

What You'll Do

• Deliver exceptional, personalised guest experiences throughout the guest journey.
• Act as a key point of contact for VIP guests, ALL - Accor Live Limitless members, long-stay guests, and special occasion guests.
• Coordinate VIP arrivals, amenities, welcome experiences, celebrations, and special requests.
• Build meaningful relationships with guests and anticipate their needs before they arise.
• Champion guest recognition initiatives and ensure loyalty benefits are delivered consistently.
• Monitor and respond to guest feedback and online reviews in a professional and personalised manner.
• Investigate guest concerns and coordinate effective service recovery solutions.
• Support guest experience improvement initiatives through guest insights and feedback trends.
• Work closely with Front Office, Food & Beverage, Housekeeping, Reservations, Sales & Marketing, and other departments to ensure seamless service delivery.
• Assist with guest activations, events, networking opportunities, and loyalty experiences.
• Promote Pullman and Accor brand standards through every guest interaction.

We're looking for a passionate hospitality professional who thrives on creating memorable experiences, building meaningful guest connections, and delivering service that exceeds expectations.

To be successful in this role, you will have:

• Accor experience and strong knowledge of loyalty programs.
• A genuine passion for providing exceptional guest experiences.
• The ability to build rapport with guests and anticipate their needs.
• Previous experience in Guest Relations, Front Office, Concierge, or a guest-facing hospitality role.
• Strong written and verbal communication skills.
• Exceptional attention to detail and organisational skills.
• Confidence managing guest feedback and service recovery situations.
• A proactive approach and the ability to think ahead.A positive, professional, and engaging personality.
• Flexibility to work a rotating roster including weekends and public holidays.

Why join Pullman Auckland?

Our People+ Culture

We are, who we serve

We 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 opportunities
• We connect with meaning
• We make a positive impact

We also believe in rewarding your achievements with a range of exciting employeebenefits and programs.
Just to name a few:

• Learn your Way- Access to our Accor Academy so you can Earn while you Learn!
• Incredible AccorHeartist Benefits- including discounted Food & Beverage + Accommodation Worldwide
• Daily staff meals provided while on duty
• Accor's Parental Leave Scheme
• Ongoing reward and recognition incentives
• Opportunities for further development and worldwide career progression within Accor