Inside Sales Support Specialist

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.

We invite you to explore The Ritz-Carlton Yacht Collection.

Job Summary
The Specialist, Inside Sales Support will serve as the primary lead in providing delivery of administrative support for the B2B, indirect sales (Travel Agencies) channel of the Ritz-Carlton Yacht Collection. The Specialist, Inside Sales Support will serve as the administrative liaison between all departments, overseeing and coordinating the operational process from inception to conclusion. The Specialist, Inside Sales Support will demonstrate the highest standard of ethics and professionalism in representing The Ritz-Carlton Yacht Collection brand, its Credo and Service Values to our guests and travel professionals.

Essential Functions
Internal:

• Focus on providing essential sales administration, including the Travel Advisor commission payment process and reconciliation in synergy with the Accounting and Finance teams.
• Utilizing company-supported technology tools and processes, provide ongoing Travel Agency database maintenance, ensuring accurate Agency information is updated as necessary and accessible to relevant departments.
• Facilitate and provide direct support to the Trade (FIT) Strategic Accounts Sales team (SAMs) in the development of their portfolio of travel advisor partners and coordinative support of the GSO / MILUX sales teams in capturing new business opportunities
• Facilitate support to the Trade (FIT) Strategic Accounts Sales team (SAMs) in capturing new business opportunities and growing their agency database with new/potential travel advisor partners
• Maintain a detailed record of agency partner interactions and related activities
• Service existing Travel Agency bookings, modifications to reservations, accepting and recording payments and assisting travel partners with arranging guest preferences. Identify and coordinated information with relevant internal departments to accommodate clients' needs
• As needed, liaise between Travel Advisors and the internal departments, throughout the booking process
• Maximize all opportunities throughout the sales process; service existing bookings and optimize opportunities throughout the life of the agency partner relationship
• Provide a regular report to the Vice President, Global Sales highlighting weekly activity
• Meet assigned sales and activity targets

External:

• Maintain regular contact with all Travel Agency partners to ensure high levels of satisfaction and optimize long-term agency partner value; enhance accessibility for selling The Ritz-Carlton Yacht Collection and assist in the management of their bookings
• Educate Travel Agency partners on booking management life cycle and tools such as My Yacht Portal and trade marketing resources
• Maximize all opportunities throughout the sales process; service existing bookings and optimize opportunities throughout the life of the agency partner relationship
• Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly

Other Duties

• Assist in the development of service procedures, policies, and standards
• Adhere to approved budget
• Utilize the telephone software management "InContact -CXone"
• Keep ahead of industry's developments and apply best practices to areas of improvement
• Improve customer service experience, create engaged Travel Advisors, and facilitate organic growth

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

Education: Minimum 2-year college degree or 3 years' experience equivalent

Experience: One to two years' experience working in customer service or sales. Experience within the luxury cruise segment preferred.

Skills:

• Proficiency in the RESCO Central Reservation System or demonstrated competency in GDS/CRM platforms (Salesforce, Sabre)
• Proficiency in Microsoft office (Excel, Word and Outlook) and SmartSheets, or ability to learn new systems quickly
• Ability to developing analytical reporting related to Travel Agency sales
• High level competency in Travel Agency sales administration, including ARC/IATA commission process.
• Excellent interpersonal skills and ability to tactfully deal with internal and external contacts conveying information in a clear, concise manner
• Strong organizational skills, attentive to details with an analytical approach and the ability to multi-task multiple projects
• Must commit to delivering the highest level of customer service
• Maintain positive, pleasant behavior while engaging customers & colleagues
• Possess excellent written & verbal communication skills
• Ability to learn, understand policies & procedures to make reservations and assist Travel Agents/Advisors with each aspect of the booking process
• Willingness to adhere to company policy & procedures as outlined in the Employee Handbook

Expected Hours of Work

The position is fulltime and frequently requires working additional time outside of normal business hours.