VIP Guest Experience & Loyalty Champion

Accor; Auckland; On-site; NZD 48,000 - 64,000; Full time

Benefits offered by this job

Learn via Accor Academy

Daily staff meals on duty

Parental Leave Scheme

Rewards & recognition incentives

Worldwide career progression withinAcc

Job summary

Accor's Pullman Auckland is seeking a Guest Relations Coordinator to elevate guest experiences and drive loyalty recognition across all touchpoints. You will act as a key ambassador, coordinating VIP arrivals, celebrations and personalised experiences while partnering with multiple departments to ensure seamless service delivery.

You will engage with ALL members and special guests, champion loyalty initiatives, and monitor feedback to continually improve the guest journey.

Qualifications

• Experience with Accor loyalty programs and brand standards.
• Strong communication, written and verbal, with guests.
• Ability to anticipate guest needs and build rapport.
• Experience in Guest Relations, Front Office, Concierge, or guest-facing roles.
• Excellent attention to detail and organisational skills.
• Confidence managing guest feedback and service recovery.
• Proactive, positive, and professional personality.
• Ability to work a rotating roster including weekends/public holidays.

Responsibilities

• Deliver personalised guest experiences across the guest journey.
• Be the main contact for VIP, ALL members, long-stay and special-occasion guests.
• Coordinate VIP arrivals, amenities, welcome experiences and celebrations.
• Build meaningful guest relationships and anticipate needs.
• Champion loyalty benefits delivery and guest recognition initiatives.
• Monitor and respond to guest feedback and online reviews.
• Investigate concerns and coordinate service recovery actions.
• Support improvements through guest insights and trends.
• Collaborate with Front Office, F&B, Housekeeping, Reservations, Sales & Marketing.
• Assist with guest activations, events and loyalty experiences.
• Promote Pullman and Accor brand standards in every interaction.

Skills

Accor experience

Loyalty programs

Guest experiences

Front Office experience

Communication skills

Attention to detail

Organisational skills

Guest feedback handling

Flexibility with rosters

Job description

Accor's Pullman Auckland is seeking a Guest Relations Coordinator to elevate guest experiences and drive loyalty recognition across all touchpoints. You will act as a key ambassador, coordinating VIP arrivals, celebrations and personalised experiences while partnering with multiple departments to ensure seamless service delivery.

You will engage with ALL members and special guests, champion loyalty initiatives, and monitor feedback to continually improve the guest journey.