Guest Experience Manager (Manager on Duty)

The Ritz-Carlton, Melbourne; Melbourne; On-site; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Marriott staff discounts

Training and development programs

Employee wellbeing program

Job summary

The Ritz-Carlton, Melbourne is seeking a Guest Experience Manager to lead daily Front Office operations from the Sky Lobby on level 80. You will be the service leader on shift, upholding legendary standards and personalising guest experiences across the property.

This role emphasizes driving guest satisfaction, supervising team performance, and coordinating with hotel leadership to ensure financial and service goals are met in a luxury environment.

Qualifications

• Experience in a managerial Front Office role such as Front Office Duty Manager or Senior Front Office Supervisor.
• Strong leadership in guest service and problem resolution.
• Motivated to advance in Melbourne's luxury hotel environment.
• First aid and RSA accreditation or willingness to obtain before start.

Responsibilities

• Manage day-to-day Front Office operations and ensure hotel standards are met.
• Lead the guest experience journey from arrival to departure to create memorable moments.
• Oversee guest services, handle complaints, and drive service excellence.
• Supervise staffing levels and support department leaders during shifts.
• Act as Hotel Manager/department leader in absence and respond to emergencies.

Skills

Leadership

Guest experience

Self-motivated

First aid

Tools

OPERA PMS

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, personalised experiences 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 elevate 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
• 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 on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.