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Pacific Club Lounge Manager

Pan Pacific Vancouver

Position Summary

Under the general guidance of the Front Office Manager, the Pacific Club Manager is a hands-on leadership position that is responsible for leading the daily Pacific Club Lounge operations, ensuring and maintaining a consistently high standard of customer service. This position is required to exercise judgment, set priorities and work closely with other departments to ensure smooth work flow within the division and affiliated departments.

Key Responsibilities

The key responsibilities of the Pacific Club Manager include but are not limited to:
• Lead and direct the Pacific Club Lounge (‘PCL’) team to ensure the smooth operation and function of the lounge; acts as a resource to associates.
• Oversee all aspects of the PCL in the absence of the Front Office Manager, acting upon urgent issues in a timely manner, reporting observations to the Front Office Manager where applicable.
• Participate in recruitment, selection, and training and performance management of PCL team members with coordination and oversight from the Human Capital and Development department.
• Coach the PCL team to respond quickly to guests’ needs and resolve any complaints in a timely manner; coach and counsel associates accordingly.
• Monitor work hours, perform scheduling duties, forecasting duties and vacation planning of PCL associates while adhering to budgeted labour costs based on hotel occupancy and work volumes.
• Coach the PCL team to respond quickly to business fluctuations and is able to maintain budgetary guidelines using judgment and discretion.
• Ensure the successful implementation, review and ongoing updating of all PCL standard operating procedures to effectively keep services and features current with industry trends.
• Performs check-ins and check-outs at the PCL; ensures that the PCL provides quality and professional service to all hotel guests.
• Actively oversee the food and beverage service in the PCL, ensuring best quality practices, standards and cost control are adhered at all times. Contribute recommendations for menu selection to the Executive Chef in conjunction with the Front Office Manager.
• Develop guest history and personal preferences data to enhance guest experience; foster an engaging rapport with all Pacific Club guests, ensuring repeat guests are duly recognized.
• Actively participate in and manage Pacific Club upsell programs; Contribute ideas for revenue enhancement.
• Attend various meetings and hotel functions as relating to the PCL function as requested; Assists in conducting regular Department meetings.
• Is able to work in other areas within Room Division and perform other related duties and special projects as assigned.

Competency Profile

The successful candidate will be a committed guest service oriented professional who leads by example setting standards of excellence for work to be completed. This person will be able to manage multiple priorities and tasks with a willingness to approach new challenges and adjust plans to meet priorities. This position will require the candidate to work within a team environment and be a strong communicator.

Selection Criteria

Qualifications and Technical Experience
• Previous hotel Front Office experience is essential.  Concierge or local Visitor Bureau experience an asset.
• One years’ experience in a supervisory position in a hotel or luxury service environment.
• Diploma / Degree in Hospitality Management preferred. 
• Strong working knowledge of local tourism attractions, restaurants and retail outlets.
• Ability to work autonomously without direct managerial supervision; demonstrates initiative, and successfully balances technical & guest services.
• Has a history of demonstrating confidentiality and tact in business/personnel situations, with excellent English communication, both written and verbal, and interpersonal skills. Additional language(s) an asset.
• Computer Skills - Demonstrated ability with regard to computer skills, including experience using hotel booking programs, preference given to candidates with knowledge of Opera.
• Cash handling experience.

How to apply

Please submit a cover letter explaining your motivation for the position and how you meet the selection criteria along with a current resume. All application documents are to be submitted via the Careers page on the Pan Pacific Vancouver website: www.panpacificvancouver.com /careers

Please note: Applicants who do not already have legal permission to work in Canada will not be considered.

The Pan Pacific Vancouver thanks all interested applicants and advise that only those candidates selected for an interview will be contacted.

Position Title

Pacific Club Lounge Manager


18 August 2015


18 September 2015




Pan Pacific Vancouver


Front Office and Guest Services

Work Availability

Flexibility Required: Rotating Shifts and Weekends Involved

Job Type

Salary Position

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Fraud Warning

There have been recent and ongoing fraudulent activities involving soliciting individuals and their personal details for employment using various internet based e-mail accounts that use the Pan Pacific Vancouver name (or variations of the Hotel name) without authorization.  Individuals are asked to provide copies of their personal identification and to send money in order to process the application. These offers are fraudulent and the Pan Pacific Vancouver does not ask for any monies or payment in any form from applicants at any time during the recruitment or employment process. We recommend that you do not disclose your personal or financial details to anyone you do not know.

The Pan Pacific Vancouver and Pan Pacific Hotels Group has not authorized this form of communication and no such recruitment program is being offered or sanctioned by our company. Pan Pacific Hotels Group has notified the authorities to investigate.

If you receive an offer of employment but are unsure if it is legitimate, please contact careers@panpacificvancouver.com  

If you have been a victim of this fraudulent activity, please contact your local police department to report the matter.