Guest Experience Manager (Manager on Duty)

The Ritz-Carlton Hotel Company, L.L.C.; Melbourne; On-site; AUD 90,000 - 150,000; Full time

Benefits offered by this job

Exclusive discounts on Marriott stays

Exclusive F&B discounts

Employee Assistance Program

Job summary

The Ritz-Carlton Melbourne is seeking a Guest Experience Manager to lead day-to-day Front Office operations and ensure the highest standards of service. You will manage the guest experience from arrival to departure, personalising interactions and driving memorable moments in our iconic luxury hotel located at 650 Lonsdale Street, Melbourne.

As an empowering leader, you will oversee staffing, respond to guest inquiries, handle complaints, and align operations with hotel financial goals.

Qualifications

• 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 lift 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

• Manage day-to-day Front Office operations and uphold the hotel standards.
• Lead the guest experience journey from start to finish with personalised service.
• Innovate and update procedures to improve The Ritz-Carlton Melbourne experience.
• Assist guests with check-in and departure.
• Handle enquiries and resolve conflicts with guests.
• Supervise staffing to meet service, operational needs, and financial goals.

Skills

Front Office Management

Guest experience leadership

First aid

RSA certification

Self-motivated

Problem solving

Tools

OPERA PMS

Job description

Additional Information

Job Number26140990
Job CategoryRooms & Guest Services Operations
Location650 Lonsdale Street, Melbourne Victo 3000, Australia VIEW ON MAP
ScheduleFull Time
Located Remotely?N
Position Type Management
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.

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 lift 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

Our Benefits

• 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.
At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.