Pan Pacific London brings understated, comforting, and approachable luxury to Londons premium Square Mile. With its elegant design juxtaposing old and new London architecture, the hotel fuses together wellbeing innovation and impeccable service as a hallmark across a myriad of dining and drinking destinations. Discover a different side of London, from market stalls to Michelin-star restaurants and iconic landmarks, all within easy reach of the hotel.
ABOUT YOU
We are looking fora passionate and guest focused Front Office Manager tojoin ourincredibleFront Office team at Pan Pacific London.
Youshow confidence, empathy andprofessionalism when dealing withguests and associates alike.You are calm under pressureand you desire to deliver the best experience for our guests.
If you arededicated to providing exceptional care whiledemonstratinggreat pride and attention to detail inyourwork and you put people at the heart of every decision you make, then we would love to hear from you.
JOB SUMMARY
Working as the Front Office Manager, your mission to take full responsibility for all aspects of the front office operations. You will be responsible to the overall hotel operations in the absence of an Executive Committee member. You will provide a seamless registration and cashiering service for our guests having the staff highly trained, motivated and supervised. Your tasks as a Front Office Manager will include but not be limited to:
Leading and managing the front office team, day and night operations, ensuring consistency.
Ensuring seamless and memorable guest experiences by maintaining high service standards following Forbes and LQA guidelines.
Collaborating with other departments to coordinate guest services.
Implementing training programs and targets to enhance team performance.
Handling guest feedback and implement service improvements.
Supervising front desk operations, ensuring efficient check-in/out processes, identifying areas for improvement.
Addressing guest inquiries and resolve issues promptly.
Coordinating with other departments to fulfil guest requests.
Monitoring staffing levels and adjust schedules as needed.
Achieving the departmental objectives of maximising occupancy and revenue.
Maintaining and building on the reputation of the hotel and ensuring that business objectives are accomplished.
Evaluating employees, recommending promotion, and managing performance including conducting disciplinary hearings.
Ensuring that training is carried out for new employees and inspecting their work, correcting and giving directions wherever it is needed.
Manage and supervise the reception team. This includes training and scheduling staff.
Coordinates arrivals, departures and billing requirements, blocks rooms for arrivals and ensures any discrepancies are resolved.
Reviews daily arrivals to ensure proper handling of Special Attention Guests, Return Guests, and Groups.
Assures that all financial and credit procedures are followed. Follows up on credit problems with Credit Manager.
Reviews all paid-outs, rebates, Petty Cash disbursements and Direct Billings.
Checks cashiers work at end of shift to ensure all transactions are reconciled with proper approvals and endorsements.
BENEFITS OF WORKING AS A FRONT OFFICE MANAGER AT PAN PACIFIC LONDON
As a company, we pride ourselves on our close-knit relationships, developmentand wellbeing. We offer you:
Access to Mental Health First Aiders
Celebrate your Birthday with an extra day off
Cycle to Work Scheme
Referral Scheme
Seasonal Ticket Loan
Enhanced Maternity and Paternity Policy
Eye Care Voucher Scheme
Social & Employee Wellness Activities
Employee Assistance Programme including 24/7 virtual GP and financial advisors
2 Hotel-Wide Social Events a year as well as additional social gatherings
Flexible Work Policy
Dry cleaning for uniforms and work attire
Reward and Recognition Star of the Month, Manager of the Quarter and Star of the Year
Guest Experience Programme
Discount on our Food and Beverage Outlets
Discount on Internal Spa Treatments
Culture Club Focuses on Diversity and Inclusion
Friends and Family rates in our Hotel and the Pan Pacific Hotel Group properties
Complimentary meals prepared for you by our chefs
2 Study Days per year (fully paid and in addition to your annual leave)
2 Volunteer Days per year (fully paid and in addition to your annual leave)
Progression our goal is to always to coach and keep our employees helping you to develop and grow internally and within the PPH Group
Additional YuLife Perks
ABOUT PAN PACIFIC LONDON
Operated by Pan Pacific Hotels Group, Pan Pacific Hotels and Resorts is a global brand comprising close to 30 hotels and serviced suites in 22 cities across Asia Pacific, North America and Europe, including seven development properties to be launched by 2025. Pan Pacific strives to deliver sincere and graceful service to every guest who appreciates luxurious hospitality. With a passion for excellence as our promise, Pan Pacific is the trusted and timeless choice for memorable experiences.
Come and join our haven in the heart of the City, a Forbes Travel Guide Five-Star Property, most recently voted:
Hotel of the Year, Group 2023 | Catey Awards
Hotel of the Year, London 2022/2023 | AA Hospitality Awards
Forbes Five-Stars 2022/2023 | Forbes Travel Guide
Forbes Five-Stars 2023/2024 | Forbes Travel Guide
Forbes Five-Stars 2024/2025 | Forbes Travel Guide
Forbes Four-Stars 2024 | SENSORY Wellbeing
Forbes Four-Stars 2025 | SENSORY Wellbeing
Our team cant wait to welcome you.
Please note that all applicants for the Front Office Manager must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility for the Front Office Manager will be required from allcandidates.
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