Company Description

Pullman East Melbourne is located at the edge of the Fitzroy Gardens and a short stroll from the MCG, its one of the most iconic hotels in Melbourne with a long legacy of providing first class accommodation to business travellers, excited tourists and energetic sports fans.

Our renovated stylish 419 rooms provide our guests with a truly luxurious experience. At the heart of our hotel is our extraordinary team who turn small gestures into heart-warming moments.

The hotel features our Cliveden Bar & Dining; extensive Conference & Event facilities; Executive Lounge; Swimming Pool and Health Club.

Hospitality is a work of heart,​

Join us and become a Heartist®.

Job Description

Primary Guest Relations Responsibilities:

- Designs + conducts guest experience research and analysis ​

- Collaborate with department leads on service improvements and champion guest needs.​

- Provide guest and market insights, trends and opportunities to hotel management and all Heartists®​

- Manage hotel reputation and respond to guest feedback via online and guest surveys​

- Organise personalised welcome experiences for VIP guests including cards, amenities and personal greetings​

- Support the welcome experience for VIP Group arrivals at the hotel. ​

- Support pre-arrival communications to VIPs, clients and loyalty guests.

Brand & Marketing Responsibilities:

- Assist in coordinating and executing hotel promotional activities and activations​

- Support the creation of digital, print, social and in-house promotional channels to both promote hotel outlets to guests and support guest experience.​

- Maintain brand consistency across all guest-facing collateral in line with hotel brand standards.​

- Coordinate project timelines,



supplier communications and production schedules to ensure promotions and brand events are delivered on time.

Qualifications

What you will bring (but not limited to):

- A robust interest in launching a career in events and hospitality.
- A passion for providing outstanding, guest-focused service.
- Great attention to detail and the ability to multitask with confidence.
- Excellent communication and organisational skills.
- Comfort working in a dynamic, administration-heavy environment.
- A team-player mindset and willingness to learn and grow with your colleagues.
- Flexibility to work onsite, including very occasionally early mornings, evenings, or weekends.

To be successful in this role, you will ideally have:

- Genuine customer service and interpersonal skills, with a flexible and solutions-focused approach.
- Clear and professional communication skills, both written and verbal.
- Strong administrative skills, with a high level of organization and attention to detail.
- High Level of computer literacy – experience with Delphi, Microsoft Office, or Opera Cloud is a bonus, but not essential.
- A strong sense of empathy and a commitment to understanding and meeting guest needs.
- The ability to stay calm under pressure, juggle multiple priorities, and work closely with a collaborative team.

Additional Information

- Valuable Savings and Perks: Enjoy discounted car parking right on site, plus exclusive deals on food & beverage—making every day at work rewarding as well as affordable.

- Global Accor Privileges: Get access to special Accor family and friends room rates across the globe, along with additional staff discounts at Accor hotels worldwide—perfect for your next getaway or a holiday with loved ones.

- Development and Opportunities: At Accor, your growth is our priority. Join us for outstanding career development, with world-class training and opportunities to advance across our global network.

📌 Guest Experience & Brand Executive (East Melbourne)
🏢 Important Group
📍 East Melbourne