We are seeking an exceptional Service Experience Duty Manager who is passionate about people, service excellence, and developing high-performing teams.
Reporting to the Front Office leadership team, this role leads our Service Experience Command Centre—the central communication hub of the hotel. Responsible for overseeing all guest communications, service requests, and internal coordination, you will ensure every interaction is personalised, seamless, and reflective of The Ritz-Carlton's legendary service standards.
As a hands-on leader, you will work alongside and inspire a team of Service Experience Agents, coaching and empowering them to deliver exceptional service while maintaining operational excellence. You will act as the behind-the-scenes champion of guest satisfaction, proactively identifying opportunities to enhance the guest journey, resolving challenges with confidence, and creating lasting impressions that inspire guest loyalty and return visits.
As a Service Experience Duty Manager, you will play a critical role in elevating the guest experience from behind the scenes. Leading the hotel's communication hub, you will drive service excellence, support your team to achieve outstanding results, and collaborate with departments across the hotel to deliver personalised and memorable experiences.
- Lead, support, and develop the Service Experience team to consistently deliver exceptional guest service.
- Foster a culture of excellence, engagement, and accountability through coaching, mentoring, and recognition.
- Act as the primary escalation point for guest enquiries, requests, feedback, and service recovery opportunities.
- Oversee the coordination and dispatch of guest requests to operational departments, ensuring timely and seamless execution.
- Manage all inbound guest communications with professionalism, warmth, and efficiency.
- Create personalised guest experiences that embody The Ritz-Carlton Gold Standards.
- Collaborate closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to anticipate and exceed guest expectations.
- Identify, capture, and maintain guest preferences within GXP to support pre-arrival planning and enhance future stays.
- Support room assignment strategies, ensuring guest profiles, preferences, and special requests are considered wherever possible.
- Monitor service performance, operational workflows, and guest feedback to drive continuous improvement initiatives.
- Assist with guest billing enquiries, account adjustments, and financial accuracy.
- Develop meaningful guest relationships that drive satisfaction, loyalty, and repeat business.
- Support departmental productivity, quality assurance, and achievement of key performance indicators
You are a natural leader who combines empathy, professionalism, and operational expertise with a genuine passion for delivering exceptional guest experiences.
To be successful in this role, you will have:
- Previous experience within the Communications or Telephone Centre ( or Front Office, Guest Services, At Your Service) of a similar luxury hospitality environment, preferably in a leadership or supervisory role
- Experience using OPERA PMS and guest experience platforms such as GXP.
- Strong knowledge of luxury hospitality standards and effective service recovery techniques.
- Outstanding communication, interpersonal, and relationship-building skills.
- The ability to prioritise and remain composed in a fast-paced, guest-focused environment.
- Proven experience coaching, motivating, and developing teams to achieve their best.
- Strong problem-solving and decision-making capabilities.
- Valid Australian working rights.
Why Join The Ritz-Carlton, Melbourne?
- Complimentary and discounted accommodation rates across Marriott International properties worldwide.
- Associate discounts on food and beverage outlets.
- Access to our Life With The Works program, offering wellbeing initiatives, sabbatical opportunities and paid birthday leave.
- World-class learning, development, and career progression opportunities across Marriott's global network.
- Employee Assistance Program supporting your physical, emotional, and financial wellbeing.
- Associate referral incentives.
- A diverse, inclusive, and supportive workplace culture where everyone belongs.
Join a team where your passion for hospitality, leadership, and creating unforgettable moments can flourish.
At The Ritz-Carlton, we don't just create stays—we create memories that last a lifetime.
Apply now and become part of our legendary service culture.
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.
