Guest Experience Manager

The Ritz-Carlton; Melbourne; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Exclusive hotel stay discounts

F&B discounts at Marriott properties

mPerks retail discounts

Extensive Marriott training programs

Employee Assistance Program (EAP)

Job summary

The Ritz-Carlton Melbourne is seeking an experienced Guest Experience Manager to lead the Front Office daily operations from the Sky Lobby. Based on level 80, you will guide service delivery, supervise staff, and ensure every guest interaction reflects our legendary standards.

In this role you will manage guest experiences end-to-end, resolve issues with composure, and empower your Ladies and Gentlemen to deliver personalised, unforgettable service in a world-class luxury setting.

Qualifications

• Experience with OPERA property management system or similar
• Relevant experience in a similar managerial role such as Front Office Duty Manager or Senior Front Office Supervisor
• Enthusiastic to upscale your career in Melbourne’s iconic new luxury hotel, the tallest hotel in the southern hemisphere
• First aid and RSA accredited or willing to be prior to commencement
• Self-motivated, driven and energized in a fast-paced environment
• Armed with smart solutions and a can-do attitude

Responsibilities

• Lead day-to-day Front Office operations and ensure hotel standards are met
• Supervise staffing levels and ensure guest service and financial objectives are achieved
• Cover Night Manager shifts when needed and act as Hotel Manager in absence of department leaders
• Respond to first aid, emergencies, crises and guest enquiries with proactive problem-solving
• Build and strengthen relationships with guests to drive future bookings and loyalty
• Be an expert on the hotel and surrounding area to exceed guest expectations

Skills

OPERA PMS

Front Office Leadership

Job description

Take your career to new heights; to the Sky Lobby on level 80 of The Ritz-Carlton, Melbourne, to be precise. As one of our Guest Experience Managers, you are the embodiment of our Credo, creating exceptional,personalisedexperiences that fulfil even the unexpressed wishes of our guests.

This role is the heartbeat of the hotel operation, gracefully leading the day-to-day rhythm of the property while being a constant, visible presence for both guests and our Ladies and Gentlemen. Based in the Front Office department in our sky lobby on level 80 and acting as the hotel’s service leader on shift, you ensure every moment reflects our legendary standards and leaves a lasting impression.

Position Summary:

Join our Ladies and Gentlemen and manage day-to-day Front Office operations and ensure the quality and standards of the hotel are met

Lead every aspect of the guest experience journey from beginning to end, creating meaningful moments that go beyond expectations to leave a lasting impression

Deliver a true culture of exceptional service, with room to truly personalise the guest experience in a meaningful way which is

Continuously seek opportunities to innovate and improve The Ritz-Carlton, Melbourne experience and ensure updated procedure documents reflect this

Assist guests arriving and departing the hotel through the check in and departure process

Handle general enquiries whilst going above and beyond with each guest experience

Handle complaints, settling disputes, and resolving grievances and conflicts by negotiating with relevant parties

Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met focusing on attention to detail

Build and strengthen relationships with existing and new guests, exhibiting our legendary service and enabling future bookings

Be an expert on the hotel and surrounding area, know it inside and out to exceed guest expectations

Understand the impact of the department’s operations on the overall property financial goals and objectives and manage to achieve or exceed goals

Be an empowering leader by providing motivation and support to your department’s Ladies and Gentlemen

Plan and execute team building activities for our Ladies and Gentlemen as they are our most important assets

Manage a portfolio area within the Front Office department to support the achievement of Front Office key performance indicators

Cover Night Manager shifts when the Night Managers are on leave or otherwise absent

Act as Hotel Manager and department leaders designate in their absence to lead the overall hotel operation

Respond to first aid, emergency and crisis situations as they may arise

About You:

Experience with OPERA property management system or similar

Relevant experience in a similar managerial role such as Front Office Duty Manager or a Senior Front Office Supervisor

Enthusiastic to upscale your careerin Melbourne’s iconic new luxury hotel, the tallest hotel in the southern hemisphere

First aid and RSA accredited or willing to be prior to commencement

Self-motivated, driven and energized in a fast-paced environment

Armed with smart solutions and a can-do attitude

Exclusive discounts hotel stays at all Marriott International properties for you, your family and friends

Exclusive discounts on Food and Beverage for you at Marriott International properties

Exclusive retail discounts through our mPerks platform achieving savings on you daily purchases such as at both major supermarket retailers or purchases a little less essential as well

Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within The Ritz-Carlton or the wider Marriott International portfolio

Genuine care for associates' physical, emotional and financial wellbeing through our Employee Assistance Program

Work for the largest and leading hotel company in the world which values equality, diversity and inclusiveness.

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.