Job Description

The Director of Guest Experience is a key ambassador of The Ritz-Carlton Melbourne's legendary service culture, championing the Gold Standards and bringing to life the brand's commitment to creating unforgettable and meaningful guest experiences. This leadership role is responsible for cultivating a culture of excellence, empowering our Ladies and Gentlemen to deliver personalised, intuitive service that reflects the sophistication and warmth synonymous with The Ritz-Carlton.

Overseeing the guest journey from arrival to departure, the Director of Guest Experience provides strategic leadership across all touchpoints of the luxury experience. Working closely with department leaders, this role drives service excellence, guest engagement, VIP and resident experiences, personalised recognition, service recovery, and talent development. As the hotel's subject matter expert in luxury hospitality, the Director of Guest Experience inspires and coaches teams to consistently exceed expectations, ensuring every interaction reflects the elegance, attention to detail, and genuine care that define The Ritz-Carlton Melbourne.

Key Responsibilities:

Ritz-Carlton Culture & Gold Standards Leadership

• Serve as the property's primary custodian and ambassador of The Ritz-Carlton Gold Standards.
• Lead the implementation, education, reinforcement, and continual evolution of the Credo, Employee Promise, Motto, Service Values, and Three Steps of Service.
• Ensure daily line-ups are facilitated and embedded, to grow service culture initiatives, and guest experience workshops across all departments.
• Develop and execute a comprehensive luxury service education strategy for Ladies and Gentlemen at all levels.
• Champion a culture of empowerment, personalization, and anticipatory service.
• Drive engagement around service excellence through recognition, storytelling, and best-practice sharing.

Guest Experience Strategy

• Develop and implement the hotel's luxury guest experience vision and standards.
• Create meaningful and memorable experiences that differentiate The Ritz-Carlton Melbourne within the luxury market.
• Identify opportunities to elevate guest touchpoints across all stages of the guest journey.
• Work with quality & Learning Specialist on guest feedback, satisfaction metrics, social media commentary, and quality assurance results to identify trends and opportunities.
• Lead service recovery strategies and ensure effective and timely resolution of guest concerns.
• Partner with operational leaders to continuously improve guest satisfaction and loyalty scores.

Operational Leadership

Provide direct leadership and oversight to:

• Guest Relations
• Club Lounge
• Concierge
• The Ritz-Carlton Spa

Responsibilities include:

• Building high-performing teams focused on exceptional luxury service delivery.
• Establishing clear service standards and performance expectations.
• Developing succession plans and leadership capability within each department.
• Ensuring service consistency and operational excellence across all guest-facing teams.
• Managing departmental budgets, workforce planning, and productivity targets.

Luxury Experience Oversight

• Oversee all VIP, Celebrity, Group VIP and bespoke guest experiences.
• Ensure personalization strategies are effectively executed across every guest segment.
• Lead the planning and execution of special guest moments, celebrations, and unique experiences.
• Drive cross-functional collaboration to ensure seamless guest journeys.
• Maintain visibility within public areas and engage directly with guests to build relationships and gather feedback.

Luxury Experience Collaboration

While not holding direct operational management accountability for the property Food & Beverage venues, the Director of Guest Experience will:

• Partner closely with F&B leadership to elevate luxury service delivery within all Level 80 experiences.
• Influence service culture, guest engagement, personalization, and luxury standards within the venue.
• Coach leaders and teams on Ritz-Carlton service philosophy and luxury hospitality behaviours.
• Identify opportunities to enhance the guest experience across dining, lounge, event, and special occasion experiences.
• Ensure consistency of Ritz-Carlton Gold Standards throughout all guest touchpoints on Level 80.

Talent Development & Capability Building

• Develop future luxury hospitality leaders through coaching, mentoring, and structured development programs.
• Design and deliver guest experience and service excellence training initiatives.
• Foster a culture of continuous learning and professional growth.
• Partner with Human Resources to strengthen luxury service competencies and onboarding programs.
• Support leadership development and succession planning across guest-facing departments.

Quality & Performance Management

• Monitor guest satisfaction scores, loyalty feedback, quality assurance audits, and reputation metrics.
• Develop and execute action plans to address opportunities and celebrate successes.
• Ensure compliance with Marriott International and Ritz-Carlton brand standards.

About You:

• Deep understanding of luxury hospitality and personalized service delivery.
• Thorough knowledge of The Ritz-Carlton Gold Standards and service philosophy.
• Outstanding leadership, coaching, and influencing capabilities.
• Exceptional communication and presentation skills.
• Ability to inspire cultural change and drive employee engagement.
• Strong analytical and problem-solving skills.
• Expertise in guest recovery and relationship management.
• Commercial awareness and strategic thinking capability.
• Ability to collaborate effectively across multiple departments and stakeholder groups

Our Benefits:

At The Ritz-Carlton, Melbourne, our Ladies and Gentlemen are our greatest asset. In return for your passion and commitment, we offer:

• Exclusive discounts on accommodation, food and beverage across more than 10,000 Marriott International hotels worldwide.
• Marriott's "Life With the Works" benefits, supporting flexibility, wellbeing and work-life balance.
• Paid birthday leave and opportunities for extended leave to pursue personal passions.
• World-class learning, development and career pathways across Marriott International's global luxury portfolio.
• Access to financial, mental and physical wellbeing support through our Employee Assistance Program.
• Employee Referral Program incentives.
• A culture built on inclusion, respect, diversity and belonging.
• The opportunity to build your career with the world's largest and most admired hospitality company
• View more of our benefits via Marriott Benefits For Australia-Based Employees

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.