Guest Experience Manager - Luxury Front Office Leader

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

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.