Description VIP Relations & Quality Manager – The Ritz-Carlton, Melbourne Curate Exceptional Guest Journeys. Protect the Gold Standards. At The Ritz-Carlton, Melbourne, quality is not measured, it is felt. We are seeking an accomplished VIP Relations & Quality Manager who embodies our Gold Standards and champions service excellence, brand integrity, and personalised guest experiences. This influential role leads quality assurance, guest satisfaction, and VIP engagement across the hotel, ensuring every stay is refined, anticipatory, and unmistakably up to The Ritz-Carlton's excellence. Key Responsibilities: Champion The Ritz-Carlton Gold Standards across all departments, ensuring consistent luxury service delivery and brand compliance. Lead property-wide quality assurance initiatives, driving continuous improvement in guest satisfaction and operational consistency. Oversee VIP guest relations, ensuring personalised, anticipatory service for all distinguished guests. Analyse Guest Voice, GXP, and guest feedback data to identify trends, defects, and opportunities for service enhancement. Facilitate weekly and monthly quality meetings, presenting insights, recommendations, and action plans to hotel leadership. Conduct regular quality audits using BSA, LQA, and internal standards, holding departments accountable for results. Partner with department heads to implement corrective actions and sustain measurable improvements. Maintain high visibility throughout hotel operations to observe service delivery and engage directly with guests. Support leaders in resolving guest concerns, complaints, and social media feedback with professionalism and empathy. Design and deliver quality-focused training programs in collaboration with Learning & Development. Promote a culture of problem solving, process improvement, and service excellence across the hotel. Ensure compliance with safety, security, emergency, and loss-prevention policies and procedures. Support hotel inspection tours related to quality, appearance, safety, and operational readiness. Track, document, and communicate quality performance metrics to the Executive Committee and corporate stakeholders. Act as a role model for exceptional hospitality, coaching and empowering Ladies and Gentlemen to exceed guest expectations. About You: Experience: 2-year degree in Business Administration, Hotel & Restaurant Management, or related field with 4&43; years’ experience or 4-year bachelor’s degree in a related discipline with 2&43; years’ experience Proven experience in luxury hotel operations, guest services, quality, or service leadership Strong understanding of hotel operations and quality management practices Proficiency with Qualtrics GuestVoice, Marriott GXP, and data-driven performance tools Highly analytical, detail-oriented, and confident in translating insights into action Exceptional communication, influencing, and coaching skills Our Benefits: 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 Why Join Us? At The Ritz-Carlton, quality is everyone’s responsibility and your leadership makes it exceptional. In this role, you will shape guest journeys, protect brand integrity, and influence service culture at the highest level. Join the Ladies and Gentlemen of The Ritz-Carlton and play a defining role in delivering moments that linger long after departure. Apply Now Please include a cover letter addressed to our Director of Human Resources, outlining how your leadership, values, and experience align with The Ritz-Carlton Gold Standards and your passion for creating extraordinary guest experiences. The Ritz‑Carlton is part of Marriott International’s Luxury portfolio, proudly putting people first for more than 90 years! We are an Equal Opportunity employer and recognize that true diversity includes gender, age, race, disability status, sexual orientation, religion, neurodiversity, education levels, and many more aspects of your identity. Marriott is committed to providing a recruitment process that is fair, equitable and accessible for all. If you have disability, illness or injury, we know that it may be helpful for us to adjust our process to make it equitable for your individual situation.