Guest Assistance Specialist - Global Reservations

Join the Ritz-Carlton Yacht Collection: Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards

The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

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.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Specialist, Guest Assistance - Global Reservations is part of an empowered, responsive, and integral team of Ladies & Gentlemen providing seamless, real-time customer service and resolution to our Guests and Travel Partners in support of booking activities and ancillary services to achieve organizational goals in sales revenue and efficient, effective customer service delivery.

Essential Functions

• Provide supplemental assistance to our guests and travel partners in matters including but not limited to booking inquiries and all manner of inquiries beyond booking fundamentals, ensuring service levels are met and excellent guest service is provided.
• Provides the best possible customer service while maintaining the integrity of the company and external partners/vendors.
• Answer inbound telephone calls, e-mails, or instant messages from travel partners and/or direct guests.
• Responsible for meeting or exceeding performance measurement standards and definitions.
• Participates in special projects as assigned by Supervisor/Manager.
• Owns and immediately resolves guest problems (Service Value No. 6).
• Function as a knowledge resource for reservations sales agents; handle problem and conflict resolution.
• Work with, develop, and maintain positive working relationships with all departments in the ultimate interest of guest and travel partner satisfaction.
• Communicate and effectively educate agents on policies, procedures, and sales/marketing programs in a clear and timely manner.
• Create a work environment of teamwork and lateral service so that the needs of our guests and each employee are met (Service Value No. 7).
• Protects the privacy and security of our guests, fellow employees and the company's confidential information and assets (Service Value No.11)
• Process any financial refunds and any required booking amendments.
• Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly.
  
  

Competency

Education

• Minimum 2-year college degree or 2 years experience equivalent
  
  

Skills & Experience

• Prior customer service or guest experience, preferably in luxury hospitality or cruising
• Excellent written and verbal communication skills
• Tech savvy, proficient in Microsoft Office (Excel, Word, and Outlook)
• Ability to convey information in a clear, concise manner
• Superior attention to detail with an analytical approach
• Ability to develop and maintain positive working relationships with all departments
• Must commit to delivering a high level of customer service and always demonstrate the service values of The Ritz-Carlton
• Strong organizational skills essential for multitasking
  
  

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.