Guest Service Manager (Front Office Duty Manager)

PARKROYAL Hotels & Resorts; Parramatta; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hotel discounts

Staff meals

Learning & development

Employee Assistance Program

Health cover discount

Job summary

PARKROYAL Parramatta is seeking a Guest Service Manager to lead the Front Office team and ensure exceptional hospitality across all guest touchpoints.

You will oversee daily operations, coordinate with departments, mentor Guest Service Agents, and drive safety and service standards. Opera familiarity is preferred; RSA certificate is essential; a 7-day roster is required.

We offer an attractive salary package, hotel discounts, staff meals, development opportunities, and wellness benefits.

Qualifications

• Leading Front Office teams to deliver guest satisfaction.
• Experience with front desk operations in a hotel environment.
• Availability for a 7-day rotating roster.
• Opera PMS experience (training provided).
• RSA certificate is essential.

Responsibilities

• Oversee daily Front Office operations to maximize revenue and guest satisfaction.
• Coordinate with other departments and maintain daily reports; lead team briefings.
• Support and guide Guest Service Agents to deliver exceptional service.
• Ensure memorable experiences and a welcoming atmosphere for guests.
• Drive WHS practices including safety duties and incident reporting.

Skills

Guest service

Team leadership

Communication skills

Roster management

RSA certificate

Tools

Opera

Job description

Guest Service Manager (Front Office Duty Manager)

Pan Pacific Hotels Group has over 50 Hotels, Resorts and Serviced Suites worldwide. Our guests and our team are at the heart of everything we do. In Australia, Pan Pacific Hotels Group operates six hotels including PARKROYAL Parramatta, conveniently located in the epicenter of Parramatta's busy eat street. Featuring 286 guest accommodation rooms, 13 meeting spaces, Table 30, BAR30 & Bistro, PARKROYAL Parramatta is the best choice among Parramatta's hotels.

Pan Pacific Hotels Group is proud to be the first hospitality group in Oceania to be awarded the Global Sustainable Tourism Council (GSTC) certification for all six of our Australian properties! This is a significant achievement that demonstrates our unwavering commitment to sustainability and responsible tourism.

We are seeking a full time Guest Service Manager to join our enthusiastic team. This is a great opportunity to work within a strong team to develop your career in a supportive, fun and customer focused environment.

Attractive salary package

Hotel discounts through our global alliance program Discovery

50% off food and 50% off beverages at the hotel's Restaurant and Bar

Discounted accommodation across worldwide Pan Pacific Hotels Group properties

Ongoing learning and development through our learning experience platform

Complimentary meal whilst on shift

Health and Wellbeing - Employee Assistance Program & access to discounted BUPA health cover (offered at a special rate and not part of the standard package)

Reward and Recognition Program

The successful candidate:

As the Guest Service Manager, you will be responsible for the overall care, hospitality and service given to our guests throughout their stay. Your role includes but is not limited to:

Ensuring the smooth daily operation and coordination of the Front Office department to maximize revenue and occupancy

Supporting and managing of Guest Service Agents

Effectively communicating with all other departments including maintaining the daily reports, and leading the operation briefings for the team

Ensuring a memorable experience for all guests, making everyone feel welcomed and valued

Bring energy and a "can do" attitude to the Lobby and team

Driving WHS within the hotel, including first aid, and Fire Warden duties.

Ideally you will have:

Availability to work a 7 day rotating roster including weekends and public holidays

Demonstrated experience with Opera (training provided)

Experience in a similar role will be advantageous

Strong communication and listening skills

The ability to build rapport with team members and guests

Aguest service focus andenjoy leading a team

A Responsible Service of Alcohol certificate (essential)

Everything we do at PARKROYAL Hotels & Resorts - what guests can see, and can't is the service of our people. We are an equal opportunity employer and because we want you to feel empowered to realize your full potential, we find joy in ensuring that the best in us, brings out the best in you.

*Please note only successful candidates will be contacted.