Front Office 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

Based at Pan Pacific Perth, we are looking for a passionate and energetic individual to join us as a Front Office Manager!

Reporting to the Director of Rooms, the Front Office Manager will need to ensure the smooth day-to-day operations of the Front desk; Concierge and Pacific Club Lounge. You will have a direct line of authority over all the front office associates within the hotel and a liaison role with all other departmental managers, and will act as the main driver of guest engagement, GHA enrolment and upsell programs.

We will also need this talented individual to:

  • Welcome all VIP guests, solicit for feedback, address service and product issues diplomatically, and ensure that the general well-being of our guests are attended to courteously.
  • Be able to justify monthly expenses, ensure P&L is met and identify and rectify areas of shortfall by initiating new ideas/ways for efficiency and effective improvement.   
  • Identify and improve associate training needs; handle complaints or incidents/accidents; initiate upsell and membership recruitment strategies. 
  • Be responsible for maximising room revenue and profit through commercial room’s management and ensure a consistently high standard of customer service within the department.
  • Counsel, coach, and mentor individual associates as required, to drive initiative, performance and consistency.

Talent Profile

  • Has strong knowledge and understanding of the Rooms Budget including compiling and interpreting budget expense and revenue lines.
  • Possess comprehensive knowledge of the features, reporting and configuration of all Front Office PMSs (Opera, HotSOS, etc.).
  • Able to provide leadership in creating a cohesive, creative, effective team environment.
  • Possess strong motivational and developmental skills in working with all Associates of the hotel.
  • At least five years of progressive management experience in front office operations.

How to Apply

If you share our values and are passionate about driving a strong culture of success, results driven and seeking to develop a career with a rapidly growing international hotel brand, then apply now!


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