Job Description
Company Description
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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.
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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.
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The hotel features our Cliveden Bar & Dining; extensive Conference & Event facilities; Executive Lounge; Swimming Pool and Health Club.
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Hospitality
is
a
work
of
heart
,

Join
us and
become
a
Heartist
®.
Job Description
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Primary Guest Relations Responsibilities:
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Designs + conducts guest experience research and analysis
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Collaborate with department leads on service improvements and champion guest needs.
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Provide guest and market insights, trends and opportunities to hotel management and all Heartists®
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Manage hotel reputation and respond to guest feedback via online and guest surveys
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Organise personalised welcome experiences for VIP guests including cards, amenities and personal greetings
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Support the welcome experience for VIP Group arrivals at the hotel.
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Support pre-arrival communications to VIPs, clients and loyalty guests.
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Brand & Marketing Responsibilities:
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Assist in coordinating and executing hotel promotional activities and activations
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Support the creation of digital, print, social and in-house promotional channels to both promote hotel outlets to guests and support guest experience.
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Maintain brand consistency across all guest-facing collateral in line with hotel brand standards.
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Coordinate project timelines,



supplier communications and production schedules to ensure promotions and brand events are delivered on time.
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Qualifications
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What you will bring (but not limited to):
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A strong interest in launching a career in events and hospitality.
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A passion for providing outstanding, guest-focused service.
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Outstanding attention to detail and the ability to multitask with confidence.
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Excellent communication and organisational skills.
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Comfort working in a dynamic, administration-heavy environment.
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A team-player mindset and willingness to learn and grow with your colleagues.
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Flexibility to work onsite, including very occasionally early mornings, evenings, or weekends.
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To be successful in this role, you will ideally have:
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Genuine customer service and interpersonal skills, with a flexible and solutions-focused approach.
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Clear and professional communication skills, both written and verbal.
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Strong administrative skills, with a high level of organization and attention to detail.
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High Level of computer literacy – experience with Delphi, Microsoft Office, or Opera Cloud is a bonus, but not essential.
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A strong sense of empathy and a commitment to understanding and meeting guest needs.
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The ability to stay calm under pressure, juggle multiple priorities, and work closely with a collaborative team.
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Additional Information
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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.
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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.
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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.
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📌 Guest Experience & Brand Executive (Melbourne)
🏢 AccorHotel
📍 Melbourne