Guest Relations Coordinator

Pullman Hotels & Resorts; Auckland; On-site; NZD 52,000 - 66,000; Full time

Job summary

Pullman Auckland is seeking a passionate Guest Relations Coordinator to elevate the guest experience across all touchpoints, delivering personalised VIP service and loyalty engagement for ALL - Accor Live Limitless members and long-stay guests.

You will coordinate arrivals, amenities, celebrations, and special requests, collaborating with Front Office, F&B, Housekeeping and Sales to ensure flawless service and memorable stays that reflect our Heartist culture.

Qualifications

• Experience in Guest Relations or related hospitality role.
• Strong written and verbal communication skills.
• Knowledge of Accor loyalty programs and guest recognition.
• Ability to read guests and anticipate needs to tailor experiences.
• Experience coordinating VIP arrivals, amenities and special requests.

Responsibilities

• Deliver personalised, VIP guest experiences across the guest journey.
• Be main contact for VIP guests and ALL members.
• Coordinate VIP arrivals, amenities, welcome experiences and celebrations.
• Build relationships with guests and anticipate needs before they arise.
• Champion loyalty recognition and ensure benefits are delivered.
• Monitor guest feedback and respond professionally to online reviews.
• Collaborate with Front Office, F&B, Housekeeping, Reservations, Sales & Marketing for seamless service.
• Assist with guest activations, events and loyalty experiences.

Skills

Loyalty programs

Guest relations

Communication

Front Office experience

Relationship building

Proactive service

Event coordination

Job description

Company 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.

Hospitality is a work of heart

Join us and become a Heartist®.

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.

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 Accor Heartist 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