Sky Lobby Guest Experience Leader

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

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.