Reservations Team Manager - US

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 Reservations Team Manager will lead the team to achieve organizational goals in sales revenue and customer service delivery by managing the reservation process, inquiries, changes and cancellations received through the virtual call center. The Team Manager will be passionate about The Ritz-Carlton Yacht Collection brand and will introduce the unique opportunity of our yacht vacations to potential guests and travel professionals across the USA, Canada, and Latin America.

Essential Functions

• As part of Reservation Services, the Team Manager will manage the day-to-day operations of the US Reservations Team
• Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules
• Monitor and track revenue and generated bookings
• Ongoing coaching & monitoring of the reservations staff through call center service standard operation procedures
• Collaborate with Quality Assurance and Training Specialists and utilize their feedback to continuously develop the team
• Process any financial refunds and any required booking amendments
• Respond to and investigate lead disputes
• Overflow of call handling during peak periods
• Develop and maintain positive working relationships with all departments
• Manage redemptions of the Bonvoy program and process in the reservation system
• Provide team activity reporting to Reservations leadership
• Manage successfully marketing leads that are received and ensure leads are responded to as per the set service levels
• Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly
• Utilize the telephone software "InContact" and daily track productivity
• Undertake employee performance reviews as per the company guidelines
• Implement action plans for underperforming team members and provide feedback to the Sr. Director and Human Resources

Competency

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

Experience: Minimum 3 years Managership experience required, ideally from a luxury cruise background

Skills:

• Dedication to delivering high-level customer service and maintaining courteous & professional telephone etiquette at all times
• Excellent written & verbal communication skills with the ability to answer detailed questions regarding the product in a clear, concise manner
• Proficiency in Microsoft Office (Excel, Word and Outlook)
• Experience with reporting and forecasting the status of groups accordingly
• Strong organizational skills essential for multitasking
• Ability to learn and utilize the reservations system
• Ability to learn and understand policies & procedures for reservations & groups to efficiently handle both areas
• Ability to collaborate with, and maintain positive working relationships with all departments
• Demonstrates the service values of The Ritz-Carlton at all times

Expected Hours of Work

• Full-time (40-hour work week)
• Hours are 09:00 am to 18:00 pm (ET) Monday through Friday and occasionally 10:00 am to 2:00 pm on Saturday

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.