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

- 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
- The Ritz-Carlton Spa

Responsibilities include:

- Building high-performing teams focused on exceptional luxury service delivery.
- Establishing explicit 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

#J-18808-Ljbffr

📌 Cinema Operations Lead: Guest Experience & Team Leadership (Melbourne)
🏢 Village Roadshow
📍 Melbourne