Teams at The Ritz-Carlton Yacht Collection

Lead Voice of Guest strategy and experience intelligence for the Ritz-Carlton Yacht Collection. Direct guest research, journey management, experience design, experimentation, and governance. Translate insights into service models and product concepts, align cross-functional teams, and advise executive leadership to improve guest experience and drive innovation.

Lead the US Reservations team to meet sales and service goals by managing daily operations, coaching staff, monitoring KPIs and revenue, handling escalations, processing refunds/redemptions, collaborating cross-functionally, and using InContact and reservation systems for reporting and productivity tracking.

Lead enterprise workforce planning for a high-volume contact center: develop forecasting and capacity models, own headcount and scheduling, optimize WFM systems and real-time operations, and manage a team of WFM managers and analysts to meet service level and labor cost targets.