Analytics Specialist (ARC)

The Ritz-Carlton Yacht Collection is an exciting extension of the Ritz-Carlton brand - redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of The Ritz-Carlton Yacht Collection your role will be to ensure that the "Gold Standards" of The Ritz-Carlton are delivered graciously and thoughtfully every day.

The Gold Standards are the foundation of The Ritz-Carlton. It is our philosophy and the standards which set us apart in our industry. This philosophy has earned The Ritz Carlton an enviable reputation as a global brand leader in instilling the very highest company values and culture across the organization. The Gold Standards are at the heart of that culture and consist of the following elements:

• The Credo
• Motto
• Three Steps of Service
• Service Values
• The 6th Diamond
• The Employee Promise

THE CREDO

The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal services and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

THE MOTTO

Service at The Ritz-Carlton Yacht Collection is an extension of The Ritz-Carlton motto - "We are Ladies and Gentlemen serving Ladies and Gentlemen."

This motto exemplifies the anticipatory service provided by all Ladies and Gentlemen.

The Ritz-Carlton Yacht Collection experience will be creating exceptional meaningful journeys that will redefine luxury at sea. With unparalleled hospitality that begins the second a guest reserves an experience, the Ladies and Gentlemen of the Ritz-Carlton Yacht Collection will deliver a level of service that has no equal, providing guests with gracious anticipated hospitality throughout every moment of their stay.

THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest's name.
2. Anticipation and fulfillment of each guest's needs.
3. Fond farewell. Give a warm good-bye and use the guest's name.

OUR SERVICE VALUES

1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

THE SIXTH DIAMOND

Mystique

Emotional Engagement

Function

THE EMPLOYEE PROMISE

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.

By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

At more than 80 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service throughout the world. We invite you to explore The Ritz-Carlton Yacht Collection.

Job Summary

We are seeking an Analytics ARC Specialist to support the Air & Hotel department by engaging in all aspects of the department's accounting process which includes preparing the weekly ARC report, researching debit and credit memos, preparing variance explanations, preparing travel and hotel account reconciliations, and issue resolution. This team member will exemplify the motto of The Ritz-Carlton, representative of standard setting results-oriented, best-in-class sales and professionalism.

Essential Functions

• Analyze customer behavior (e.g., Product Preference, Purchase Patterns) to identify unmet customer needs and untapped content opportunities
• Monitor, initiate and communicate industry pricing actions including changes to fare levels, fare rules, policies, and pricing strategy execution
• Work cross-functionally with Inventory Management, Sales, Marketing, and other teams to ensure alignment on market-level strategies
• Predict customer demand to optimize revenue opportunities either via price, customer segmentation, or sales channel.
• Ideate and develop new metrics and KPIs, measuring performance for both tactical and strategic decision-making
• Analyze trends in bookings, revenue, and market dynamics
• Assess demand patterns and market conditions to determine the competitive landscape and segment customers
• Provide ad-hoc analysis support for stakeholders to help move the business forward
• Processes refunds, and voids; calculates full and partial refunds, and penalty tickets; calculates ticket exchanges
• Prepares and submits the weekly Airline Reporting Corporation (ARC) report for each ship. Also maintains the Non-refundable Ticket database
• Set up and Interface with back-office account system (Tres)
• Runs and designs standard and ad-hoc reporting as needed for Corporate, Guest and Ship Crew Travel
• Research Debit memos and provide coaching and feedback to front-line employees
• Maintain Debit memo Excel spreadsheet
• Develop and maintain positive working relationships with various departments & shipboard personnel and adhere to company policy and department guidelines regarding attendance & phone adherence
• Able to turn agency issues into a business opportunity with a win-win service recovery
• Perform other job-related functions as assigned.

Competency

Education:

• Bachelor's degree in business administration, Marketing, or related field of study; or any equivalent combination of relevant background and/or industry related experience

Experience:

• Minimum 3-year travel industry preferred or 4 years in a commercial, revenue generating environment
• Experience handling manifests and sensitive data required. Luxury cruise experience a plus

Skills

• Sabre GDS experience required; TRAMS Back Office experience preferred
• Ability to calculate and apply analytics techniques to help drive business decisions
• Outstanding communication (written and verbal) and interpersonal skills, along with expertise in marketing, selling strategies and execution
• Results-oriented and strong decision-making skills with the ability to prioritize multiple tasks while meeting company objectives a must
• Proficient in MS Office applications, including competent skills in Power Point, Excel, Word
• Must commit to delivering high-level of customer service across all departments and organization
• Ability to learn and understand policies & procedures for Reservations & Special Services
• Ability to understand and organize data in a clear, concise manner
• Maintains positive, pleasant behavior while engaging customers & colleagues

Work Environment

• On Site, corporate office based.
• Full time (40-hour work week) subject to scheduled activity including possible evenings and weekend.

#LI-Onsite

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.