Guest Services Manager / Duty Manager

Panthers Group and Pullman Sydney Penrith have an exciting opportunity for an experienced Guest Services Manager / Duty Manager to join the Hotel!

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

About the Role

You will be a part of a professional, guest-focused team where service is not just a task, but a passion. Every interaction is an opportunity to exceed expectations and create lasting impressions.

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

The Role of Guest Services Manager / Duty Manager

Reporting to the Front Office Manager, you will:

• Oversee hotel operations on a shift basis, ensuring a seamless guest experience
• Lead and inspire the Front Office team to deliver exceptional service
• Drive memorable 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
• Champion guest loyalty and recognition initiatives through a collaborative, whole‑of‑hotel approach
• Foster a professional, innovative, and guest‑centric culture where service excellence is at the heart of everything we do
• Assist with the training, coaching, and development of Front Office team members
• Manage emergencies calmly and decisively, prioritising the safety and wellbeing of guests and team members

About You

• Proven 2+ years’ experience in a AssistantManager, Duty Manager or Front Office Supervisor role within a fast‑paced hotel environment
• Proficiency in Opera PMS is essential
• A passion for delivering exceptional guest service with a positive and professional attitude
• Excellent communication, problem‑solving, and leadership skills
• 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

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