Pan Pacific London brings understated, comforting, and approachable luxury to London’s 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 for a passionate and guest focused Front Office Manager to join our incredible Front Office team at Pan Pacific London. 

You show confidence, empathy and professionalism when dealing with guests and associates alike. You are calm under pressure and you desire to deliver the best experience for our guests.

If you are dedicated to providing exceptional care while demonstrating great pride and attention to detail in your work 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, development and 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 can’t 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 all candidates.

Pan Pacific London brings understated, comforting, and approachable luxury to London’s 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 for a passionate and guest focused Front Office Manager to join our incredible Front Office team at Pan Pacific London. 

You show confidence, empathy and professionalism when dealing with guests and associates alike. You are calm under pressure and you desire to deliver the best experience for our guests.

If you are dedicated to providing exceptional care while demonstrating great pride and attention to detail in your work 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, development and 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 can’t 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 all candidates.