Service Experience Supervisor

We are seeking an exceptional Service Experience Supervisor who is passionate about people, service excellence, and creating memorable guest experiences.

In this role, you will play a key part in supporting the day-to-day operations of our Service Experience Command Centre, the central communication hub of the hotel. Responsible for assisting with guest communications, service requests, and internal coordination, you will help ensure every interaction is personalised, seamless, and reflective of The Ritz-Carlton's legendary service standards.

As a hands-on supervisor, you will work alongside the Service Experience team, providing guidance, support, and coaching while helping to maintain operational excellence. You will assist in leading the team by fostering a positive and collaborative environment, supporting performance development, and ensuring exceptional service delivery at every touchpoint.

Position Summary: 

• Join our Ladies and Gentlemen and supervise the Service Experience team whilst supporting with general operational tasks 

• Be an expert on the luxury hotel and the surrounding area, know it inside and out to exceed guest expectations 

• Collaborate closely with Front Office, Housekeeping, Engineering, Food & Beverage, and other departments to anticipate and exceed guest expectations.  

• Assign rooms according to guest requests and preferences whenever possible 

• Oversee the coordination and dispatch of guest requests to operational departments, ensuring timely and seamless execution.  

• Assist with verifying and adjusting billing for guests whilst following up with guest questions and requests, focusing on attention to detail 

• Build and strengthen relationships with existing and new guests, exhibiting our legendary service and enabling future bookings 

• Oversee service standards whilst identifying and implementing improvement initiatives 

• Be an empowering leader by providing motivation and support to your department’s Ladies and Gentlemen 

• Support departmental productivity, quality assurance, and achievement of key performance indicators 

• Plan and execute team building activities for our associates as they are our most important assets 

About You: 

• Experience with OPERA property management system or similar 

• 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 supervisory role 

• Relevant experience in a similar supervisory role 

• 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 

Why Join The Ritz-Carlton, Melbourne? 

• 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  

The Ritz-Carlton Hotel is part of Marriott International's Luxury portfolio, which has committed to putting people first for 90+ years. Apply now! 

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.