Guest Experience Supervisor

Additional Information
Job Number

Job Category
Rooms & Guest Services Operations

Location
The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000VIEW ON MAP

Schedule
Full Time

Located Remotely?
N

Position Type
Non-Management

Join Our Ladies & Gentlemen - Guest Experience Supervisor
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 Supervisor
, 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.

Please note this role requires Full-Time Working Rights in Australia.
Position Summary:

• Supervise and train the Service Experience Team, providing guidance, support, and motivation to uphold our legendary standards.
• Oversee the pre-arrival process, including room allocations, guest preferences, and tailored communications.
• Assist the Front Desk with guest arrivals, check-ins, check-outs, and billing procedures.
• Handle guest enquiries across all channels (in person, over the phone, and via email) with a warm and professional approach.
• Resolve guest concerns and complaints promptly, ensuring each interaction reinforces our commitment to excellence.
• Monitor and enhance service standards, identifying opportunities for continuous improvement.
• Collaborate across departments to ensure smooth communication and an exceptional guest experience at every touchpoint.

About you:

• A passion for hospitality and a desire to be the best in service.
• A genuinely warm and welcoming demeanour that creates meaningful guest connections.
• Experience with OPERA or a similar property management system (preferred).
• Exceptional organisational and time management skills.
• Self-motivated, driven, and enthusiastic, with a focus on delivering exceptional customer service.
• Availability to work rotating shifts, including weekends and overnight.
• Strong leadership qualities with the ability to inspire and support your team.

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.

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people first for 90+ years. Apply now

Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process, or you have a preferred communication method please email us at

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by 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.