About the Company:
TPG Hotels is the largest family-owned hospitality group in the New England region with a focus on providing the best customer experience. Boasting an expanding portfolio into NSW and QLD, the group continues to grow and operates across a variety of segments including accommodation, pubs and gaming, and retail liquor.
About the Venue:
Located on the scenic Esplanade with breathtaking views of Trinity Harbour, Pacific Hotel Cairns is dedicated to delivering outstanding service and unforgettable experiences. We pride ourselves on being a supportive and collaborative team, passionate about hospitality and tourism, and committed to ensuring every guest enjoys a memorable stay in Cairns.
About the Role:
As the Assistant Front Office Manager, you will play a key role in leading and supporting our front office operations, with a strong focus on both the guest experience and reservations. Working closely with the Front Office Manager, you will help drive a culture of excellence while ensuring optimal occupancy and revenue outcomes. This hands-on leadership role will see you support and mentor the team, manage reservations across all channels, and uphold our high service standards. If you are passionate about hospitality, have a keen eye for detail, and a guest-first mentality, we would love to hear from you.
Key Responsibilities:
Support the Front Office Manager in leading the front office team, ensuring high standards of service
Oversee and support the reservations process across all channels
Assist with hiring, training, scheduling, and performance management of front office staff
Manage and analyse occupancy forecasts, rate strategies, and booking trends
Lead by example in delivering outstanding guest service and cultivating a positive team culture
Uphold standards of accuracy in guest profiles, billing, and reporting
Handle escalated guest complaints and special requests professionally and efficiently
About you:
Experience in a front office leadership or supervisory role
Strong background in reservations is essential
Proficient in Opera PMS – highly preferred
A sharp eye for detail and highly analytical mindset
Strong communication and problem-solving skills
Ability to work flexible hours across evenings, weekdays and weekends
Benefits:
Oscars Group food & beverage discounts
Internal and external training and development opportunities including an online training platform
Career development opportunities within Oscars Group across 45+ amazing venues
Employee Assistance Program
Mentoring from a strong team of hospitality professionals
Reward and recognition programs