Job Details

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 Ritz-Carlton Yacht Collection seeks an experienced specialist in guest service who will ensure guest expectations are exceeded by our Service Value #1, "I build strong relationships and create Ritz-Carlton guests for life" and Service Value #6, "I own and immediately resolve guest problems". The Special Services Specialist is primarily responsible for assisting the Sr. Manager, Special Services, and the broader team across multiple departments, ensuring all special service tasks are completed on time and handling customer service issues related to Special Services.

Essential Functions

• Ensure all guest requests are noted, communicated to the yacht, and actioned.
• Collaborate with Reservations leads to note VIPs, Bonvoy, Virtuoso, media, and other specialty partner groups.
• Handle all guest special requests before the voyage, ensuring guest satisfaction as well as pre-payment and reconciliation as needed.
• Process gift order requests, complete payment, and provide confirmation.
• Assist guests with any medical needs for their voyage to ensure compliance with the Americans with Disabilities Act and the European Accessibility Act.
• Assist in the yacht Visitor process by directing agents to complete required forms by deadlines.
• Work closely with Hotel Operations for items such as, but not limited to, special orders, including beverage, food, and special shipboard requests, events/celebrations, dining/group dining, dietary, medical requests, and port deviation requests to ensure guests' needs are met before boarding.
• Assist in managing consent forms required for children traveling in coordination with the Inventory Management team.
• Work with Port Operations on guest shipping requests and port deviation requests.
• Provide updates to the Manager of Reservations Communications & Engagement to ensure FAQs are accurate for the team.
• Demonstrate the ability to work closely with several departments and communicate in a clear, concise manner.
• Develop and maintain positive working relationships with various departments & shipboard personnel.
• Offer support to the Post Voyage Specialist as needed.

Competency

Education:

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

Skills & Experience:

• Minimum 3 years of Special Services in the travel industry required
• Experience in handling manifests and sensitive data is required
• Luxury cruise experience is a plus
• Ability to learn and utilize the reservations system
• Organization, critical thinking, problem solving & multi-tasking
• Must commit to delivering high-level customer service
• Ability to develop strong working relationships between departments
• Possess excellent written & verbal communication skills
• Ability to learn and understand policies & procedures for Reservations & Special Services
• Ability to pull reports and organize data in a clear, concise manner
• Proficiency in MS Office and the ability to learn new applications

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.