Senior Guest Relations Manager

Every Guest Leaves With a Feeling. Your Responsibility Is to Make It Extraordinary. At The Ritz-Carlton, Melbourne , we believe luxury is not defined by what our guests see. It is defined by how they feel. Every interaction, every anticipation and every thoughtful detail contributes to an experience that is deeply personal, genuinely memorable and uniquely The Ritz-Carlton. We are seeking an exceptional Senior Guest Relations Manager to become one of the most visible and influential leaders within our hotel. This is a rare opportunity to shape how guests experience The Ritz-Carlton, champion our Gold Standards, and create memorable moments that leave a lasting impression long after departure. This is not a traditional hotel management role.It is an opportunity for a hospitality professional who thrives on human connection, anticipates unexpressed needs, and understands that the smallest gestures often create the greatest memories. As the steward of the guest experience, you will serve as the visible embodiment of The Ritz-Carlton service philosophy, creating genuine connections, inspiring excellence, and ensuring every guest feels recognised, valued and cared for throughout their journey. Reporting directly to the Hotel Manager, you will provide strategic leadership across Guest Relations and Concierge while partnering closely with Front Office, Food & Beverage, Housekeeping and operational leaders to ensure every guest experience is seamless, personalised and extraordinary.

Your Impact: • Create personalised and memorable experiences that transform stays into lifelong memories. • Maintain a highly visible presence throughout the Sky Lobby, public spaces and key guest touchpoints. • Build meaningful relationships with VIPs, Marriott Bonvoy Elite members, repeat guests and special occasion travellers. • Lead, mentor and inspire Concierge and Guest Relations Ladies and Gentlemen to deliver anticipatory and personalised service at every opportunity. • Partner with operational leaders throughout the hotel to deliver seamless luxury experiences across every stage of the guest journey. • Transform guest concerns into opportunities to build trust, loyalty and advocacy. • Coach leaders and Ladies and Gentlemen to consistently exceed guest expectations and elevate service culture. • Leverage guest insights, service trends and operational intelligence to continuously enhance the luxury guest experience. • Champion guest recognition, preference management and personalised service delivery. • Serve as an ambassador of The Ritz-Carlton Gold Standards, fostering a culture of genuine care, pride and excellence.

The Person We Seek: • Naturally builds authentic relationships with people from all walks of life. • Is charismatic, polished, professional and highly visible. • Leads through influence, presence and example. • Has a genuine passion for luxury hospitality and creating extraordinary experiences. • Anticipates guest needs before they are expressed. • Demonstrates emotional intelligence, empathy and genuine care for others. • Maintains composure, confidence and grace in every situation. • Possesses exceptional attention to detail and an unwavering commitment to excellence. • Inspires teams to achieve their highest potential. • Believes every interaction is an opportunity to create a lasting memory.

The Ideal Background: • Leadership experience within luxury hotels, guest relations, concierge, front office or other guest-facing operations. • Strong understanding of luxury guest experience management and service recovery. • Proven ability to inspire teams and influence service culture. • Experience engaging with VIPs, high-profile guests and premium clientele. • Knowledge of Marriott systems, Marriott Bonvoy and luxury hospitality operations will be highly regarded.

Success in This Role Looks Like: • Increased guest