Guest Relations Coordinator

Pullman; Auckland; On-site; NZD 50,000 - 65,000; Full time

Benefits offered by this job

Accor Academy access

AccorHeartist benefits

Daily staff meals

Job summary

Pullman Auckland is seeking a Guest Relations Coordinator who will elevate guest satisfaction through personalised service, memorable experiences, and loyalty engagement.

Reporting to the Front Office & Guest Relations Manager, you will coordinate VIP arrivals, respond to feedback, support Accor Live Limitless members, and collaborate across departments to ensure seamless service delivery and brand standards.

Qualifications

• Experience with Accor loyalty programs is required.
• Passion for delivering exceptional guest experiences.
• Ability to anticipate guests' needs and build rapport.
• Experience in Guest Relations or front office.
• Excellent written and verbal communication.
• Detail-oriented with strong organisational skills.
• Flexible to rotate weekends and public holidays.

Responsibilities

• 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.

Skills

Loyalty programs

Guest experience

Communication

Hospitality

Team collaboration

Job description

Job Description

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.

Qualifications

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.

Additional Information

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 employee benefits 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