Partner Assistance Associate (Trade Sales)

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

The Partner Assistance Associate (Trade Sales) is the first point of contact with the Ritz-Carlton Yacht Collection and introduces the unique opportunity of our yacht vacations to travel agencies throughout USA, Canada and Latin America. The Partner Assistance Professional (Trade Sales) will build a strong guest relationship by managing a database of agencies that have expressed interest in The Ritz-Carlton Yacht Collection. Superior customer service skills are required to explain rates, promotions and answer questions regarding the yacht, suites, hotel, land, shore excursion and air programs in addition to onboard amenities.

Essential Functions

• Promotes sales to travel professionals by initiating calls, acting on leads, and/or prospects to identify travel needs, presenting/explaining The Ritz-Carlton Yacht Collection products, and making travel recommendations
• Service our guests through every aspect of the reservations process including promoting air, hotel, transfers, and travel protection
• Establishes and maintains quality agency relationships by delivering exceptional service, establishing rapport, identifying, and meeting guest needs and expectations to include meeting guest retention goals, and following up with guests as necessary to close sales and meet/exceed revenue goals
• Builds and maintains effective relationships with new and existing Travel Partners
• Manages consumer prospect lists/contact database to identify client travel trends; Proactively and consistently seeks opportunities to promote and sell The Ritz-Carlton Yacht Collection products based on guest travel history
• Acquires in-depth industry and company knowledge to articulate cruise product features, benefits, and pricing, and recommend including promotions, itineraries, and auxiliary products such as suite upgrades and shipboard amenities
• Attends and actively participates in daily team meetings and training to enhance knowledge of internal processes, products, and destinations
• Maintains courteous & professional telephone etiquette at all times
• Provides overflow support for Inbound calls/chats (when required)
• Performs other job-related functions as assigned
• Exercise of discretion and independent judgment with respect to all aspects of job functions

Competency

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

Experience: Minimum 2 years of Customer Service and Sales experience required, ideally from a luxury cruise background

Skills

• Must commit to delivering a high level of customer service
• Maintain positive, pleasant behavior while engaging customers & colleagues
• Possess excellent written & verbal communication skills; able to convey information in a clear, concise manner
• Ability to learn and understand policies & procedures in order to make reservations and assist callers with each aspect of the booking process
• Maintain a strong desire to learn all aspects of the product including land, air, hotel & shore excursions to effectively sell & service each reservation
• Ability to follow our exclusive RCYC Sales Process, and maximize opportunities to increase sales revenue by offering additional amenities and ancillary products
• Ability to adhere to policies including scheduled work shift, lunch/break adherence, attendance, and punctuality
• Ability to learn and utilize the reservations system

Expected Hours of Work

• Full-time (40-hour work week), with occasional opportunity for overtime
• Hours are shift based
• Must be flexible to work weekends and public holidays

#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.