Guest Experience Manager

**Additional Information**
**Job Number**25018491
**Job Category**Rooms & Guest Services Operations
**Location**The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000
**Schedule**Full Time
**Located Remotely?**N
**Position Type** Management

As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as a Guest Experience Manager, we not only meet, but also exceed, our guests’ expectations - you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.

**Position Summary**:

- Join our Ladies and Gentlemen and manage day-to-day operations and ensure the quality and standards of the hotel are met
- Leads every aspect of the guest experience journey from beginning to end, creating meaningful moments that go beyond expectations to leave a lasting impression
- Assist guests arriving and departing the hotel through the check in and departure process
- Handle general enquiries whilst go 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 luxury hotel and the 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 associates as they are our most important assets

**About You**:

- Experience with OPERA property management system or similar
- Relevant experience in a similar managerial role
- Working rights in Australia
- Enthusiastic to escalate your career
- Self-motivated, driven and energized in a fast-paced environment
- Armed with smart solutions and a can-do attitude

**Our Benefits**:

- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you, your family and friends
- Be part of Life with the Works program where you can enjoy flexible working hours & locations, time off to pursue your passion through sabbatical leave, and paid leave during your birthday month
- Grow, develop, and progress with internationally recognised training programs, unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates’ physical, emotional and financial wellbeing through our Employee Assistance Program
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network 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.