Director of Guest Experience
Core
Director of Guest Experience leading luxury service culture, guest journey strategy, and VIP experiences at The Ritz-Carlton Melbourne.
Role type
Senior leadership hospitality director
Builds
Luxury guest experiences, service culture, and high-performing guest-facing teams
Domain
Luxury hospitality
Deliverable
product features
Required skills
Luxury hospitality expertise, Gold Standards leadership, strategic planning, team leadership, service recovery, budget management, talent development, cross-functional collaboration
Preferred skills
Coaching and mentoring, cultural change management, analytical skills, commercial awareness
Technologies
None stated
Responsibilities
Lead implementation of Ritz-Carlton Gold Standards and service culture; Develop and execute luxury guest experience vision and standards; Oversee Guest Relations, Club Lounge, Concierge, and Spa operations; Manage departmental budgets and workforce planning; Drive service recovery strategies; Develop future luxury hospitality leaders through coaching and training; Monitor guest satisfaction scores and loyalty metrics; Partner with F&B leadership to elevate service delivery.
Seniority
Director, strategic leadership