Service Experience Duty Manager

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. 

 About the Role: 

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. 

Key Responsibilities: 

• 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 

About You: 

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. 

Begin Your Journey: 

Join a team where your passion for hospitality, leadership, and creating unforgettable moments can flourish.