Senior Manager, Entertainment & Enrichment Development

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 Senior Manager, Entertainment & Enrichment Development will support the organization in new and existing product development, product design and product evolution for all areas of Entertainment and Enrichment. Reporting to the Chief Brand Operations Officer, this role will act as a project manager for various strategic rollout efforts on existing ships, new ships and all relevant brand projects. This very hands-on leader will drive key elements of the strategic and operational product development process including the creation of designated product briefs that reflect key insights identified to strengthen existing and future product delivery.

Essential Functions

• Initiate and drive the onboard product development process for designated projects with all relevant operational stakeholders. Propose and define the brand approach, strategy, idea generation, organizational buy-in, and final concepts for all new and evolving onboard guest experiences. Ensures that concepts are brought to life in line with company goals and departmental KPIs.
• Provide guidance and recommendations for new concepts and onboard experiences. Partner and collaborate closely with key departmental stakeholders across the organization to adapt and evolve the strategy as needed. Champions the importance of the Product vision to all stakeholders at all times and provide direct leadership with all partners and stakeholders, ensuring that the products and experiences being created for Ritz-Carlton Yacht collection are viable, feasible, and desirable for our guests.
• Create concept briefs outlining the business environment, current product positioning, competitive landscape, insights, and data findings to share recommendations and updates with Leadership and stakeholders.
• Partner with Senior Analyst, Product Development to leverage customer insights and analytics to influence the mindful development of product experiences ensuring the voice of the customer remains at the forefront of the vision. Understand and evaluate customer insights and market trends to make data-driven recommendations and execute the vision for future newbuild strategies and concepts.
• Partner with Destination Experience leadership to identify all land experience opportunities to deliver customized and unique Entertainment & Enrichment programs by season.
• Identify brand partners in the Entertainment & Enrichment arena and lead the commercial and contractual agreement process to finalize partnerships within brand guidelines and established budgets. Responsible for the securing and booking of all entertainment and enrichment programs.
• Lead the process of cascading entertainment and enrichment product innovations to operational teams to ensure brand alignment and on-brand execution. This includes activations and events for both onboard and shoreside experiences. Establish startup plans and handover materials to ensure each concept/experience is flawlessly executed.
• Accountable for the products and experiences that are developed and ultimately responsible for helping our partners to ensure final delivery of the product is in line with the strategic vision and brings to life the desired experience for our guests.
• Work closely with other stakeholders to ensure the latest information is being accurately represented in the brands communication, systems and all market channels.
• Establish and maintain design experience guidelines to ensure Creative Agencies, Operations and Newbuild teams have the necessary information to develop required branding, operational SOPs and deliver against all desired guest expectations.
• Create presentations showcasing the strategy, and recommendations, and gain buy-in and final approval from the senior leadership team.
• Identify clear short and long-term project plans and effectively manage complex timelines and deliverables.
• Foster a highly collaborative team dynamic and approach that connect various disciplines from internal partners, external partners, brand partners and Newbuild to ensure alignment, visibility, and a long-term successful product development process.

Competency

Education: Bachelor's degree (or the international equivalent) from an accredited university or college Theatre, Entertainment, Event Management, Public Relations or relevant field.

Experience and Qualification: Candidate must possess the following:

• Five to seven years of experience in the Entertainment field, product development, or luxury operations
• Creative and innovative thinker with the ability to translate into a meaningful storyline
• Superior time management and organizational skills with the ability to multitask and manage in a fast-paced international environment
• Highly advanced written English communication skills. This includes the ability to prepare advanced written communication; interpret and analyze advanced reports, produce documents and presentations; and manage a large volume of written communication, either digitally or in hard copy
• Possesses strategic acumen with the ability to execute necessary deliverables
• Proven track record of leading teams through ideation, design, and delivery of guest experience products
• Ability to collaborate openly with others, and build strong and sustainable relationships, with the capability to interact with all levels of the organization
• Meticulous in focus around attention to detail and follow through
• Trustworthy, high ethical standards, ability to work autonomously, and maintain a high degree of confidentiality
• Proficient in Microsoft Word, Excel, SharePoint, Smartsheet, PowerPoint, Project design software and scheduling management.

Work Environment

The position requires working in a typical office environment as well as onboard and requires 25-35% travel annually

#LI-Hybrid

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.