VIP Guest Experience Specialist

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

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.