Guest Experience Expert (Front Desk Agent)

The Ritz-Carlton; Melbourne; On-site; AUD 55,000 - 75,000; Full time

Job summary

The Ritz-Carlton, Melbourne invites hospitality professionals to join our Front Office team as a Guest Experience Expert. You will be at the heart of the guest journey, delivering personalised, intuitive service that defines the Ritz-Carlton experience.

As a member of our Ladies and Gentlemen, you will create lasting memories through seamless arrivals, anticipatory service, and trusted guest relationships, while representing a world-leading luxury brand in Melbourne's vibrant hospitality scene.

Qualifications

• Previous Front Office or Guest Services experience within a luxury or premium hotel environment.
• Excellent communication and interpersonal skills with a guest-first mindset.
• Ability to anticipate needs and deliver personalised service with discretion.

Responsibilities

• Create exceptional first and last impressions through arrivals and departures.
• Anticipate guest needs and deliver personalised service that exceeds expectations.
• Build meaningful relationships with guests to foster loyalty and memorable experiences.
• Act as an ambassador for The Ritz-Carlton, Melbourne, sharing knowledge of the hotel and local offerings.
• Manage guest enquiries and reservations with professionalism and efficiency.

Job description

Guest Experience Expert (Front Desk Agent)

At The Ritz-Carlton, Melbourne, we do not simply welcome guests-we create extraordinary memories through genuine care, world-class service, and exceptional attention to detail. As one of the most celebrated luxury hotel brands in the world, we are seeking a passionate and experienced hospitality professional to join our Front Office team as a Guest Experience Expert.

For those who take pride in creating meaningful guest connections, thrive in a luxury environment, and aspire to build a long-term career with a globally recognised icon, this is an opportunity unlike any other in the Australian market.

As one of our Ladies and Gentlemen, you will become part of a culture renowned for setting the benchmark in luxury hospitality, where excellence is not just expected - it is celebrated.

The Opportunity:

As a Guest Experience Expert, you will be at the heart of the guest journey, delivering the personalised, intuitive service that defines The Ritz-Carlton experience.

You will:

Create exceptional first and last impressions through seamless arrivals and departures

Anticipate guest needs and deliver personalised service that exceeds expectations at every opportunity

Build meaningful relationships with guests, inspiring loyalty and creating memorable experiences that keep them returning

Act as a trusted ambassador for The Ritz-Carlton, Melbourne, confidently sharing your knowledge of the hotel, Melbourne's luxury offerings, and local experiences

Manage guest enquiries and requests with professionalism, efficiency and genuine care

Support Front Office operations while maintaining the highest standards of luxury hospitality

Handle reservations, payments and administrative responsibilities with precision and attention to detail

About You:

You are an experienced hospitality professional who understands that luxury service is about creating moments, not transactions.

Previous Front Office or Guest Services experience within a luxury or premium hotel environment

Experience with OPERA property management system or similar

A passion for delivering personalised service and creating memorable guest experiences

Outstanding communication and relationship-building skills

A proactive mindset with the confidence to anticipate needs and resolve challenges with grace and professionalism

A genuine desire to grow your career within a world-leading luxury hospitality brand

Working rights in Australia

Most importantly, you are someone who takes pride in exceeding expectations and understands that every interaction matters.

Why The Ritz-Carlton, Melbourne?

World-class training, leadership development and career advancement opportunities across more than 30 hotel brands worldwide.

Access to global career pathways across Marriott International's portfolio of luxury and premium brands.

Discounted accommodation worldwide for you, your family and friends.

Food and beverage discounts across participating Marriott hotels.

Associate recognition and wellbeing programs.

Employee Assistance Program access.

The opportunity to build your career with Australia's premier luxury hotel

A culture where your contribution is valued, your career ambitions are supported, and excellence is recognized

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.