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Guest Experience Manager

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Hospitality & Retail
  • Melbourne

AI generated summary

  • You need OPERA or similar experience, relevant managerial background, work rights in Australia, a drive for career growth, and a proactive, solution-oriented attitude in a fast-paced setting.
  • You will oversee guest experiences, manage check-ins and complaints, ensure service quality, supervise staff, strengthen guest relationships, and lead team building activities.

Requirements

  • 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

Responsibilities

  • 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

FAQs

What is the job title for this position?

The job title for this position is Guest Experience Manager.

Where is the location of this job?

The location of this job is The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000.

What are the main responsibilities of the Guest Experience Manager?

The main responsibilities include managing day-to-day operations, leading the guest experience journey, handling guest check-ins and departures, resolving complaints, supervising staffing levels, building relationships with guests, and planning team-building activities.

What qualifications are required for this role?

Candidates should have experience with the OPERA property management system or similar, relevant experience in a managerial role, and working rights in Australia.

What benefits are offered to employees in this position?

Benefits include exclusive staff discounts, flexible working options, professional development opportunities, an Employee Assistance Program, referral incentives, and a commitment to equality, diversity, and inclusiveness.

Is experience in the luxury hotel sector necessary for this role?

Yes, relevant experience in a similar managerial role within the luxury hotel sector is required.

What type of work environment can employees expect at The Ritz-Carlton?

Employees can expect a fast-paced environment that values honesty, respect, and the opportunity for career growth, all while delivering exceptional luxury service.

How does The Ritz-Carlton support its employees' well-being?

The Ritz-Carlton offers genuine care for associates' physical, emotional, and financial well-being through various programs, including the Employee Assistance Program.

What does The Ritz-Carlton mean by "Ladies and Gentlemen"?

"Ladies and Gentlemen" refers to the core philosophy at The Ritz-Carlton, emphasizing respect and excellent service for both guests and staff as essential parts of their luxury brand identity.

What commitment does Marriott International have regarding diversity?

Marriott International is committed to hiring a diverse workforce and sustaining an inclusive, people-first culture, ensuring equal opportunity for all employees.

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.