Partner Assistance Associate

The Ritz-Carlton Yacht Collection; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

The Ritz-Carlton Yacht Collection is seeking a Partner Assistance Associate (Trade Sales) to connect travel agencies across the USA, Canada, and Latin America with our ultra-luxury yacht vacations. You will manage a database of agencies, foster strong guest relationships, explain rates and promotions, and assist with yacht, hotel, land and air programs as well as onboard amenities.

Key responsibilities include engaging with trade partners, maintaining relationships to meet revenue goals, and

Qualifications

• Minimum 2-year college degree or 3 years’ experience equivalent.
• Minimum 2 years of Customer Service and Sales experience.
• Excellent written and verbal English communication skills.
• Bilingual: Spanish; Portuguese is a plus.
• Experience with travel trade and luxury cruise industry is preferred.
• Proficiency with Salesforce, CRS and Office 365; Excel helpful.

Responsibilities

• Promotes sales to Travel Agents and the Trade community by engaging with agents and partners on inbound calls, acting on leads and prospects to identify travel needs, present The Ritz-Carlton Yacht Collection products, and make recommendations.
• Establishes and maintains quality relationships by delivering exceptional guest service and meeting guest needs and expectations to close sales and meet 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 to identify client travel trends; proactively promote products based on guest history.
• Articulate cruise product features, benefits and pricing; make recommendations including promotions, itineraries, and shipboard amenities.
• Attend daily team meetings, lineups, and trainings to enhance knowledge of processes, products, and destinations.
• Maintain courteous and professional telephone etiquette; uphold Ritz-Carlton Yacht Collection standards.
• Perform other job-related functions as assigned.

Skills

Customer service

Sales experience

English communication

Multilingual: Spanish

Guest relations

Team collaboration

Education

2-year college degree or 3 years’ experience equivalent

Tools

Salesforce

Central Reservations Systems

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.

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 behavior 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.