Duty Manager

Pan Pacific Hotels Group has over 40 Hotels, Resorts and Serviced Suites worldwide. Our guests and our associates are at the heart of everything we do.  In Australia, Pan Pacific Hotels Group owns and operates five hotels including Pan Pacific Perth which is the 2018 Winner/Finalist of the 2018 Hotel of the Year Awards.

The Role

Position Summary

Direct, monitor and supervise the day-to-day activities of all sections within the Front Office, and to ensure smooth operations and customer service satisfaction in line with the established standards and policies of the Hotel.


Key Responsibilities

  • Supervise sections in Front Office, such as reception, cashier, telephone, reservation and baggage services. Monitor staff conduct and job performance and to ensure that all staff project a positive corporate image to guests.
  • Ensure that guests are attended to with promptness, courtesy and efficiency and that guest complaints are handled with tact and diplomacy. Assist in checking in / out of guests.
  • Assist to inspect rooms assigned to VIPs before their arrival. Meet and escort the VIPs to their rooms and ensure that the complimentary amenities are provided. 
  • On commencement of shift to check Log Book for messages and follow up actions.  Ensure keys in are issued only to authorised personnel.  Initiate correspondence regarding enquiries, reservations, and complaints. Check housekeeping discrepancy report; report any variance and take corrective actions.
  • Maintain cash float amount in accordance with expected occupancy. Authorise rate and room changes, paid outs, cash advances, acceptance of cheques according to procedures and credit policies.
  • Responsible for training of all reception staff including planning, organising and conducting on the job training.
  • Monitor room inventory closely to ensure maximum utilisation of rooms to generate higher revenue. Assist to maximise revenue and occupancy from group allotments.

Talent Profile

  • 3 years + in a fast paced hospitality environment;
  • 3 years + in a hotel Front Office environment;
  • 1 year + Opera experience;
  • 5 years + in a customer service role;
  • Ability to effectively communicate through all mediums in English;
  • Exceptional attention to detail;
  • Exceptional rapport building skills;
  • Intermediate knowledge of Microsoft suite;
  • Proficient in modern technology.

How to Apply

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