Partner Assistance Associate

Next-Gen Cruises Ltd (Miami Branch); Fort Lauderdale (FL); On-site; USD 45,000 - 65,000; Full time

Job summary

The Ritz-Carlton Yacht Collection seeks a Partner Assistance Associate (Trade Sales) to present yacht vacations to travel agencies across the USA, Canada and Latin America. You will manage agency relationships and explain rates, promotions, and on-board amenities.

Required: 2+ years in customer service and sales, English fluency, bilingual Spanish; Portuguese a plus. Proficiency with Salesforce, CRS systems, and Office 365, including Excel.

Qualifications

• Minimum 2 years of Customer Service and Sales experience; luxury cruise background preferred.
• Fluent English; bilingual Spanish; Portuguese a plus.
• Familiarity with Salesforce, Central Reservations Systems and Office 365; Excel proficiency.
• Ability to learn product details and Sales Process; high level of guest service.

Responsibilities

• Promotes sales to Travel Agents and the Trade community by engaging with agents and partners on inbound calls, acting on leads, and/or prospects to identify travel needs, present/explain The Ritz-Carlton Yacht Collection products, and make travel recommendations.
• Establishes and maintains relationships by delivering exceptional guest service, meeting guest needs and expectations, and following up to close sales and meet revenue goals.
• Processes reservations including air, hotel, transfers, and Travel Protection for trade partners and guests.
• Builds and maintains relationships with new and existing agency partners.
• Identifies client travel trends and promotes products based on guest history.
• Articulates cruise features, pricing, promotions, and upsell opportunities.
• Participates in team meetings and trainings to stay informed on processes and destinations.
• Maintains courteous and professional telephone etiquette in line with RCYC standards.

Skills

Customer service

Sales

English proficiency

Spanish

Portuguese a plus

Education

2-year college degree or 3 years’ experience equivalent

Tools

Salesforce

Central Reservations System

Office 365

Excel

Job description

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 & Gentlemen are

the most important resource in our service commitment to each other and our guests. By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company. The Ritz-Carlton fosters a culture where all are 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.

Job Summary

The Partner Assistance Associate (Trade Sales) serves as the primary point of contact for the Ritz-Carlton Yacht Collection, introducing the unique opportunity of our yacht vacations to travel agencies throughout the USA, Canada, and Latin America. The Partner Assistance Associate (Trade Sales) will foster strong guest relationships 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 excursions, and air programs, as well as onboard amenities.

Essential Functions

• Promotes sales to Travel Agents and the Trade community by engaging with agents and partners on inbound calls, acting on leads, and/or prospects to identify travel needs, present/explain The Ritz-Carlton Yacht Collection products, and make travel recommendations.
• Establishes and maintains quality relationships by delivering exceptional guest service, establishing rapport, identifying and meeting guest needs and expectations, including meeting guest retention goals, and following up with guests as necessary to close sales and meet/exceed revenue goals.
• Service our travel partners and guests through every aspect of the reservations process, including promoting air, hotel, transfers, and Travel Protection.
• Builds and maintains effective relationships with new and existing agency partners.
• Manage trade prospect lists/contact database to identify client travel trends; Proactively and consistently seek opportunities to promote and sell The Ritz-Carlton Yacht Collection products based on guest travel history.
• Use in-depth industry and company knowledge to articulate cruise product features, benefits and pricing, and make recommendations to include promotions, itineraries, and auxiliary products such as suite upgrades and shipboard amenities.
• Attends and actively participates in daily team meetings, lineups, and trainings to enhance knowledge of internal processes, products, and destinations
• Always maintain courteous & professional telephone etiquette, adhering to our Ritz-Carlton Yacht Collection standards.
• Exercise of discretion and independent judgment concerning all aspects of job functions.
• Perform other job-related functions as assigned.

Competency Education:

Minimum 2-year college degree or 3 years’ experience equivalent

Skills & Experience:

A minimum of 2 years of Customer Service and Sales experience required, ideally from a luxury cruise background Experience working with the Travel Trade is preferred Excellent written and verbal English communication skills Bilingual: Spanish; Portuguese is a plus Must commit to delivering a high level of guest service Familiarity with managing within several different technology platforms, including Salesforce, Central Reservations Systems, and the Office 365 suite, with proficiency in Excel Ability to maintain positive, pleasant behaviour while engaging customers & colleagues Ability to learn and understand policies & procedures 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, and shore excursion, to sell and service each reservation effectively Ability to maximize opportunities to increase sales revenue by offering additional amenities and ancillary products Ability to follow our exclusive RCYC Sales Process

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.

About Us:

Working from our offices in Fort Lauderdale, FL and Valletta, Malta, our shoreside team includes a wide variety of positions to support The Ritz-Carlton Yacht Collection in delivering excellence. These roles include guest-facing Yacht Vacation Consultants, cruise hotel operations professionals, IT support, accounting and finance, sales and marketing professionals and more.