Partner Assistance Manager

The Ritz-Carlton Yacht Collection; Florida; On-site; USD 70,000 - 110,000; Full time

Job summary

The Ritz-Carlton Yacht Collection is seeking a Partner Assistance Manager (Trade Sales) to lead the trade team and oversee the global reservations center. You will manage inquiries, changes, and cancellations while promoting our luxury yacht vacations to travel professionals worldwide.

Responsibilities include monitoring revenue, bookings, and KPIs; coaching staff to a high service standard; processing refunds and amendments; and collaborating with QA and training to continually improve

Qualifications

• Minimum 2-year college degree or 3 years’ experience equivalent.
• Minimum 2 years of Customer Service and Sales experience.
• Excellent written and verbal communication.
• Ability to learn policies and reservation procedures.
• Interest in luxury cruise products and components.

Responsibilities

• Manage day-to-day operations of the Global Reservations Team.
• Monitor revenue and bookings; track KPI and goals.
• Coach reservations staff per SOP and conduct performance reviews.
• Process refunds and booking amendments; handle escalations.
• Demonstrate product knowledge across land, air, hotel, and excursions.
• Oversee peak period call handling and multi-tasking.

Skills

Guest service excellence

Communication skills

Sales experience

Reservation processes

Education

Two-year college degree or 3 years’ experience

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 Manager (Trade Sales) will lead the trade team to achieve the organizational goals in trade sales revenue and provide exceptional customer service delivery. In this role, you will manage the travel agency reservation process, inquiries, changes, and cancellations received through the global call center. The Partner Assistance Manager will be passionate about The Ritz-Carlton Yacht Collection brand and will introduce the unique opportunity of our yacht vacations to travel professionals across the globe.

Essential Functions

• As part of Reservation Services, the Partner Assistance Manager will manage the day-to-day operations of the Global Reservations Team
• Monitor and track revenue and generated bookings.
• Ongoing coaching & monitoring of the reservations staff through call center service standard operation procedures.
• Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules.
• Maximize opportunities to increase sales revenue by offering additional amenities and ancillary products.
• Assist with payroll/vacation requests.
• Implement action plans for underperforming team members and provide feedback to the Sr. Director and Human Resources.
• Communicate with Quality Assurance and Training Specialists and utilize their feedback to continuously develop the team.
• Process any financial refunds and required booking amendments.
• Handle escalated trade calls transferred from the Reservation staff to ensure any situation is resolved promptly.
• Demonstrate the ability to answer detailed questions regarding the product in a clear, concise manner.
• Undertake employee performance reviews per company guidelines.
• Overflow of call handling during peak periods.
• Ability to multi-task and handle several groups at the same time.

Competency

Education:

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

Skills & Experience:

• Minimum 2 years of Customer Service and Sales experience required, ideally from a luxury cruise background
• Must commit to delivering a high level of guest service
• Ability to maintain positive, pleasant behavior while engaging customers & colleagues
• Possess excellent written & verbal communication skills
• 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 & shore excursions
• Ability to follow our exclusive RCYC Sales Process
• Ability to adhere to strict attendance policy, including scheduled work shift, lunch/break adherence, attendance, and punctuality
• Ability to learn and utilize the reservation system

Expected Hours of Work

• Full-time (40-hour work week)
• Hours are shift-based; flexible to work weekends and public holidays
• Occasional opportunity for overtime
• Office Based

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.