Assistant Manager

Company Description

Pullman Cairns International is the premier hotel for a contemporary, luxury experience. With 324 rooms across 16 levels, 13 conference spaces (including our grand ballroom), in-house spa and Coco's Kitchen and Bar, there is something for every business conference, special event and holiday. 

Nestled beneath our three story high feature windows and set within a spectacular lobby environment is Coco's Kitchen and Bar. Echoing the region's rich history, our menu showcases our tropical environment and wonderful array of local fish and seafood. Our team enjoy crafting signature cocktails and wine matching the pure and clean flavours of Chef Simon Capewell's innovative cuisine. 

Job Description

Reporting to the Assistant Front Office Manager you will work closely with the leadership team to act upon guest feedback, resolve complaints and guest challenges, while driving loyalty with our guests. You will support the Front Office team in peak while ensuring that VIP's are welcomed with amenities, pre-arrival calls capture critical information, and complaints are resolved in a positive way. 

Your day to day duties will include:

• Welcome our ALL & ACCOR plus members & VIP's.
• Create a culture of loyalty and drive loyalty enrollments.
• Actively resolve complaints and challenges presented by guests/customers.
• Respond to feedback using all channels in a timely manner.
• Analyse customer feedback and suggest ways this feedback can be improved upon.
• Assist with check in and check outs as required, book tours, arrangement transport and support the team during peak arrival and departure periods.
• Share all related feedback with team members, recognising individuals through our team reward and recognition program.
• Take initiative to ensure all interactions with our guests are positive and productive.
• Ensure the smooth and efficient running of the Hotel's operation in absence of the General Manager and leadership team with a high level of customer service provided at all times.
• Entertain guests providing positive interaction should the occasion arise.
• Ensure professional presentation of the lobby areas at all times.

Qualifications

About you:

• A passion for creating exceptional experiences for our guests
• Excellent problem resolution skills along with outstanding written communication and active listening skills
• Impeccable grooming and presentation to lead the team by example
• The ability to work autonomously and exceptional time management skills
• A passion for bringing out the best in a team, leading by example and fostering training and development
• Sound experience using Opera property management system or equivalent

Additional Information

As a member of the Accor family, and an employee of the Pullman Cairns International, you are entitled to the following benefits:  

• You will have your uniforms provided to you. They will be washed and laundered for you between each shift so you always have fresh whites.
• Learn from and work with the experts in the industry; Thomas Kelly, with international and local experience in luxury hotels, Thomas has cultivated the fine touch of a 5 star service experience. 
• #workyourway with an Industry leader, providing #limitless development opportunities for you to pursue at over 400 hotels in Australia and New Zealand, and over 5000 Globally.
• You will have access to our staff ALL Heartists program from day one, offering preferential hotel rates at all Accor Properties, and offers from more than 80 partners for you, as well as your family and friends.

Want to challenge yourself, learn and contribute within a great kitchen culture look no further and apply now.