At the top of Melbourne's skyline, The Ritz-Carlton, Melbourne is a landmark of luxury, renowned for its world-class service, breathtaking city and bay views, and commitment to creating unforgettable guest experiences. The Ritz-Carlton Club® is an exclusive sanctuary within the hotel, offering personalised service, curated culinary experiences, and bespoke amenities for discerning guests seeking the highest level of luxury and attention to detail. As Club Lounge Team Leader, you will assist in leading a team of Ladies and Gentlemen in delivering the exceptional service, genuine care, and personalised experiences that define The Ritz-Carlton brand and create lasting memories for every guest.
Position Summary:
- Assist with leading the Club Lounge team, alongside our Assistant Club Lounge Manager, in delivering exceptional luxury service across all service periods, ensuring seamless food and beverage offerings, bar service, and personalised guest interactions.
- Oversee guest arrivals and departures within the Club Lounge, supporting check-in and check-out processes to create memorable and seamless guest experiences.
- Act as a role model for service excellence, coaching and mentoring Club Lounge attendants to consistently meet The Ritz-Carlton and Marriott brand standards.
- Review daily arrivals, departures, VIP guests, preferences, and special requests, ensuring proactive service delivery and personalised guest experiences.
- Serve as a knowledgeable ambassador for Melbourne and The Ritz-Carlton, assisting guests with local recommendations, reservations, transportation, dining, entertainment, and sightseeing arrangements.
- Ensure the Club Lounge is maintained to the highest luxury standards, conducting regular inspections to guarantee cleanliness, organisation, stock levels, and presentation readiness throughout the day.
- Oversee the preparation and service of alcoholic and non-alcoholic beverages, ensuring compliance with responsible service requirements and company standards.
- Coordinate effectively with Front Office, Concierge, Housekeeping, Food & Beverage, and other departments to ensure seamless communication and timely resolution of guest requests and concerns.
- Monitor daily operations and service standards, identifying opportunities to enhance efficiency, guest satisfaction, and overall Club Lounge performance.
- Support training, onboarding, and development initiatives to build a highly engaged and high-performing Club Lounge team.
- Promote hotel facilities, signature experiences, and Marriott Bonvoy benefits to enhance the guest journey, drive engagement, and support revenue opportunities.
- Assist with inventory control, ordering, and administrative responsibilities to ensure smooth and efficient Club Lounge operations.
- Handle guest feedback, service recovery, and escalated concerns with professionalism, ensuring prompt resolution and guest satisfaction.
- Foster a culture of teamwork, accountability, and excellence, ensuring the Club Lounge consistently delivers world-class hospitality experiences.
About You:
- An up-to-date RSA
- Relevant experience in a similar role
- Experience using OPERA PMS
- 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
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.
