Special Services, Pre-Voyage Specialist

Cruise Yacht OpCo Ltd (Miami Branch); Fort Lauderdale (FL); Hybride; USD 55 000 - 75 000; Plein temps

Résumé du poste

The Ritz-Carlton Yacht Collection is seeking a Special Services Specialist in Fort Lauderdale to deliver personalized guest service and coordinate VIP requests across shoreside and yacht teams. The role focuses on managing pre-voyage requests, VIP support, and seamless guest experiences throughout the journey.

Responsibilities include coordinating special orders, dining, celebrations, accessibility needs, and medical accommodations, while maintaining strong cross-functional relationships and

Qualifications

• 2-year college degree or three years of industry experience.
• Experience handling guest manifests and sensitive/confidential information.
• Excellent written and verbal communication with cross-functional collaboration.

Responsabilités

• Manage and coordinate guest special requests from pre-voyage planning through shoreside-to-yacht handoff.
• Collaborate with Reservations, Experience Ambassadors and key stakeholders to identify VIPs, Bonvoy members, media and other priority guests.
• Coordinate special orders and personalized arrangements including food and beverage, dining, celebrations, dietary needs, medical and accessibility accommodations.
• Process gift orders, including confirmation and reconciliation.
• Support guests with medical and accessibility needs in accordance with applicable accessibility requirements.
• Coordinate with Hotel Operations, Port Operations, Inventory Management and other teams on visitor requests and required travel documentation.
• Maintain clear communication with shoreside and shipboard teams to support seamless experiences.
• Provide updates to the Manager of Reservations Communications & Engagement for FAQs.
• Build and maintain cross-functional relationships with shoreside departments and shipboard personnel.
• Provide support to the Post Voyage Specialist as needed.

Description du poste

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 Special Services Specialist delivers exceptional, personalized guest service while supporting the Senior Manager, Special Services, and cross-functional teams. The role is responsible for coordinating Special Services requests in a timely and accurate manner, proactively addressing guest needs, and resolving service-related concerns with care and professionalism. The position embodies The Ritz-Carlton service values by building lasting guest relationships, taking ownership of guest needs, and supporting seamless experiences throughout the guest journey.

Essential Functions

• Manage and coordinate guest special requests from pre-voyage planning through shoreside-to-yacht handoff, ensuring requests are accurately documented, communicated, and actioned as appropriate.
• Collaborate with Reservations, Experience Ambassadors and key stakeholders to identify and support VIPs, Bonvoy members, media, specialty partners, and other priority guest pre-voyage needs.
• Coordinate special orders and personalized arrangements, including food and beverage requests, dining and group dining, celebrations and events, dietary needs, medical and accessibility accommodations, and other shipboard requests.
• Process gift orders, including confirmation, and reconciliation as required.
• Support guests with medical and accessibility needs in accordance with applicable accessibility requirements, including the Americans with Disabilities Act and European Accessibility Act.
• Coordinate with Hotel Operations, Port Operations, Inventory Management, and other teams on visitor requests, port deviations, guest shipping needs, and required travel documentation.
• Support the collection and completion of required consent forms for children traveling, in partnership with Inventory Management.
• Maintain clear and timely communication with shoreside and shipboard teams to support seamless guest experiences and operational execution.
• Provide updates to the Manager of Reservations Communications & Engagement to help maintain accurate and relevant team FAQs.
• Build and maintain strong cross-functional relationships with shoreside departments and shipboard personnel.
• Provide support to the Post Voyage Specialist as needed.

Competency Education

• 2-year college degree or three years of industry experience

Skills & Experience

• Minimum of 3 years of Special Services experience within the travel industry; luxury cruise experience preferred.
• Experience managing guest manifests and sensitive/confidential information with appropriate discretion.
• Strong organizational, critical-thinking, problem-solving, and multitasking skills in a fast-paced environment.
• Demonstrated commitment to delivering exceptional guest service and maintaining high service standards.
• Excellent written and verbal communication skills, with the ability to collaborate effectively across departments.
• Ability to quickly learn and apply Reservations and Special Services systems, policies, and procedures.
• Proficient in Microsoft Office, with the aptitude to learn new systems and applications.
• Ability to generate reports, organize information, and present data clearly and concisely.
• Proven ability to develop and maintain strong cross-functional working relationships.
• Dependable and accountable, with the ability to consistently meet attendance, scheduling, punctuality, and break requirements.

Work Environment

Hybrid in downtown Ft. Lauderdale, FL Comfortable indoor call center office setting.

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.