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. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Specialist, Inside Sales Support will serve as the primary lead in providing delivery of administrative support for the B2B, indirect sales (Travel Agencies) channel of the Ritz-Carlton Yacht Collection. The Specialist, Inside Sales Support will serve as the administrative liaison between all departments, overseeing and coordinating the operational process from inception to conclusion. The Specialist, Inside Sales Support will demonstrate the highest standard of ethics and professionalism in representing The Ritz-Carlton Yacht Collection brand, its Credo and Service Values to our guests and travel professionals.

Essential Functions Internal:

• Focus on providing essential sales administration, including travel agency database registration and vendor registration, invoice processing, and Travel Advisor commission payment process and reconciliation in synergy with the Accounting and Finance teams.
• Utilizing company-supported technology tools and processes, provide ongoing Travel Agency database maintenance, ensuring accurate Agency information is updated as necessary and accessible to relevant departments.
• Facilitate and provide direct support to the Trade (FIT) Strategic Accounts Sales team (SAMs) in the development of their portfolio of travel advisor partners and coordinative support of the GSO / MILUX sales teams in capturing new business opportunities.
• Facilitate support to the Trade (FIT) Strategic Accounts Sales team (SAMs) in capturing new business opportunities and growing their agency database with new/potential travel advisor partners.
• Maintain a detailed record of agency partner interactions and related activities.
• Service existing Travel Agency bookings, modifications to reservations, and assisting travel partners with arranging guest preferences. Identify and coordinate information with relevant internal departments to accommodate clients’ needs.
• As needed, liaise between Travel Advisors and the internal departments, throughout the booking process
• Maximize all opportunities throughout the sales process; service existing bookings and optimize opportunities throughout the life of the agency partner relationship.
• Meet assigned sales and activity targets.

External:

• Maintain regular contact with all Travel Agency partners to ensure high levels of satisfaction and optimize long-term agency partner value; enhance accessibility for selling The Ritz-Carlton Yacht Collection and assist in the management of their bookings.
• Educate Travel Agency partners on booking management life cycle and tools such as My Yacht Portal and trade marketing resources.
• Maximize all opportunities throughout the sales process; service existing bookings and optimize opportunities throughout the life of the agency partner relationship.
• Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly.

Other Duties

• Assist in the development of service procedures, policies, and standards.
• Adhere to approved budget.
• Utilize the telephone software management “InContact -CXone”
• Utilize the PO processing system “Dynamics 365”
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Improve customer service experience, create engaged Travel Advisors, and facilitate organic growth.
• Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

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

Experience: One to two years’ experience working in customer service or sales.

Experience within the luxury cruise segment preferred.

Skills

• Proficiency in the RESCO Central Reservation System or demonstrated competency in GDS/CRM platforms (Salesforce, Sabre)
• Proficiency in Microsoft office (Excel, Word and Outlook) and SmartSheets, or ability to learn new systems quickly
• Ability to developing analytical reporting related to Travel Agency sales
• High level competency in Travel Agency sales administration, including ARC/IATA commission process.
• Excellent interpersonal skills and ability to tactfully deal with internal and external contacts conveying information in a clear, concise manner
• Strong organizational skills, attentive to details with an analytical approach and the ability to multi-task multiple projects
• Must commit to delivering the highest level of customer service
• Maintain positive, pleasant behavior while engaging customers & colleagues
• Possess excellent written & verbal communication skills
• Ability to learn, understand policies & procedures to make reservations and assist Travel Agents/Advisors with each aspect of the booking process
• Willingness to adhere to company policy & procedures as outlined in the Employee Handbook

Expected Hours of Work

The position is office centric, fulltime and frequently requires working additional time outside of normal business hours.

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.