Panthers Group and Pullman Sydney Penrith have an exciting opportunity for a passionate and experienced Front Office Manager to lead our Front Office team and play a key role in delivering exceptional guest experiences!

Introducing Pullman Sydney Penrith

• Penrith’s first five-star international hotel, offering 152 luxurious guest suites, an elite fitness centre, sauna, restaurant, bar and café, plus secure underground parking
• Western Sydney’s largest Conference and Convention Centre, featuring 1,250sqm of premium event space, a dedicated bar, reception and green room, and best-in-class audio visual technology
• Marcel Bar & Bistro – a 120-seat dining destination delivering an elevated and contemporary culinary experience
• Tori Lobby Bar & Café – a stylish, bespoke all-day dining venue at the heart of the hotel, perfect for relaxed dining and social gatherings

The Benefits of the Role

• Inclusive, flexible and engaging working environment built on strong values and authenticity
• Training and Development with global career opportunities
• Staff discounts on accommodation and food & beverage across Accor’s 5,000+ hotels worldwide
• 40% discount at all Panthers-owned food outlets and free post-mix while on shift
• 20% discount on Panthers merchandise
• Reward and recognition programs that celebrate outstanding contributions
• A range of leave options for PT/FT employees and additional employee benefits
• Staff social events and opportunities to connect with your teammates
• Complimentary onsite parking

About the Role

As our Front Office Manager, you will be responsible for leading the Front Office team and overseeing the day-to-day operations of the department. Working closely with our leadership team and other departments, you will drive operational excellence, foster a positive team culture and ensure every guest receives a warm, seamless and memorable experience throughout their stay.

This is an exciting opportunity for a hands-on leader who thrives in a fast-paced hotel environment, enjoys developing people and is passionate about delivering outstanding service.

Key Responsibilities 

• Lead, coach and develop the Front Office team, fostering a positive, engaged and high-performing team culture
• Oversee the day-to-day Front Office operations, ensuring smooth, efficient service delivery and adherence to hotel policies, procedures and brand standards
• Manage rostering and labour costs, aligning staffing levels with occupancy, business demands, and operational requirements
• Manage departmental financial performance, supporting budget management, monitoring expenses and productivity, and driving opportunities to maximise revenue and cost efficiency
• Drive exceptional guest experiences, overseeing arrivals, departures, room allocations, ALL & Accor Plus loyalty members, VIP guests and special requests, while proactively managing guest feedback, complaints and service recovery
• Work collaboratively across departments, partnering with Housekeeping, Reservations, Maintenance, Food & Beverage and other teams to ensure seamless hotel operations
• Champion continuous improvement and operational excellence, monitoring departmental KPIs, compliance and processes while maintaining a strong focus on health, safety and guest satisfaction. Remain calm and decisive during emergencies, ensuring the safety and wellbeing of both team members and guests
• Provide strong leadership across the hotel, contributing to hotel-wide initiatives, projects and operational planning while collaborating with other departments to support the overall success of the hotel

About You

• Proven 3+ years’ experience in a Front Office leadership role, such as Front Office Manager or Assistant Front Office Manager, within a fast-paced hotel environment, with the ability to lead, coach and motivate a high-performing team
• Previous experience using Opera PMS
• Exceptional customer service skills and a genuine passion for creating memorable experiences
• Excellent communication and interpersonal skills, with the ability to build strong relationship with guests, colleagues and stakeholders
• Strong organisational skills with exceptional attention to detail and the ability to manage competing priorities
• A proactive hands on approach and a positive attitude, strong work ethic and ability to work collaboratively as part of a team
• Hold a current Responsible Service of Alcohol (RSA) Certificate
• Possess current First Aid and CPR certifications
• Flexibility to work a rotating roster, including weekends, public holidays and evening shifts as required

Ready to Apply

If this sounds like the opportunity for you, please apply now!