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 SummaryThe Post-Voyage Specialist supports the Sr. Manager, Special Services, in managing post-voyage tasks across our fleet to ensure seamless completion and guest resolution. We are looking for a service expert dedicated to exceeding guest expectations. As a champion of our Gold Standards, you will embody Service Value #1—building lifelong relationships—and Service Value #6—taking immediate ownership of guest concerns. This role is vital in ensuring the guest experience remains exceptional long after the voyage has ended.
Essential Functions- Serve as the direct liaison between Shoreside Reservations and Onboard staff to ensure seamless support for guests with special needs throughout the voyage.
- Review, investigate, and track all post-voyage invoice inquiries, concerns, and escalations to resolution.
- Engage directly with guests via phone or email to collect feedback, share insights with relevant teams, and provide service recovery following final review.
- Assess post-voyage guest feedback, deliver thoughtful responses, and extend approved offers when applicable.
- Investigate all guest refund requests in collaboration with Onboard staff, process refunds, and track outcomes accordingly.
- Partner closely with Accounting and Onboard to supply documentation and support for guest chargeback disputes with financial institutions.
- Support guests with post-cruise lost-and-found requests, coordinating with Onboard teams to manage shipping and logistics.
- Accurately track and document post-voyage guest feedback and service recovery within designated systems.
- Provide guests with missed Qualtrics surveys upon request to ensure comprehensive feedback collection.
- With guidance from the Special Services Manager, support the development and implementation of departmental policies, procedures, workflows, and system setup within the Customer Relationship System (CRS).
- Demonstrate the ability to collaborate cross-functionally while communicating with clarity, precision, and professionalism.
- Provide support to Pre-Voyage Specialists as needed to ensure a seamless guest experience.
Education:
- 2-year college degree or three years of industry experience
Skills & Experience
- 3+ years in Special Services, the travel industry, or a similar discipline/capacity
- Experience in handling manifests and sensitive data. Luxury cruise experience is a plus
- Ability to learn and utilize the reservation system
- Possess excellent written & verbal communication skills
- Superior organization, critical thinking, problem-solving & multitasking skills
- Must commit to delivering high-level customer service and maintain positive, pleasant behavior while engaging customers & colleagues
- Ability to develop strong working relationships between departments
- Ability to learn and understand policies & procedures for Global Sales & Special Services
- Ability to pull reports and organize data in a clear, concise manner
- Proficiency in MS Office (Word, Excel, PowerPoint, SharePoint, Outlook), CRM, and ability to learn new applications; Smartsheet is a plus
Work Environment
- Full-time (40-hour work week)
- Primarily Onsite – Corporate office in downtown Fort Lauderdale, FL
- Hybrid options possible
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.
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What We Do
Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection will offer voyages on three custom-built yachts. Calling on unique and distinguished destinations alike, most voyages range from seven to ten nights, offering many overnight calls and uniquely curated experiences ashore. Each yacht will feature 149 suites, each with its own private terrace, and accommodate up to 298 guests in a relaxed, casually elegant atmosphere. As with The Ritz-Carlton® on land, each yacht will feature personalized service, elevated dining and luxury amenities. The yachts are also available for private charter.
