Experience Ambassador - APAC

Requirements

• Proven 2+ year

Benefits

Additional Information

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 Experience Ambassador serves as the primary advocate for the guest journey, delivering proactive, personalized service across every interaction, assisting our luxury travel agency partners, as well as our guests themselves. This role requires a strong understanding of our travel products (hotel, transfers, shore excursions, and more), destinations, systems, and processes, along with the ability to anticipate guest needs and resolve requests with a high degree of independence. The ideal candidate is resourceful, detail-oriented, and committed to consistently exceeding expectations while delivering seamless and elevated customer experience. Essential Functions Serve as a front-line ambassador in a multi-channel contact centre environment, managing a blend of inbound calls, outbound guest outreach, and case-based follow-up (email and offline work) to support the full guest journey. Engage guests to uncover their unique travel aspirations, presenting and recommending tailored offerings including air, hotel, transfers, insurance, spa, dining, shore excursions, onboard activities, and bespoke experiences. Proactively manage guest and travel partner inquiries, including booking modifications, service requests, and personalised voyage planning, ensuring timely and accurate resolution across all channels. Conduct outbound communications to follow up on open requests, confirm arrangements, drive ancillary engagement, and enhance the overall guest experience. Own and manage case workflows, ensuring all guest requests are documented, tracked, and resolved efficiently through CRM systems and written communication. Identify opportunities to introduce value-added ancillary products and services, balancing revenue generation with a commitment to guest satisfaction and brand integrity. This role will have revenue generation as a KPI and an incentive plan in addition to the base pay. Demonstrate deep expertise across destinations, ancillary offerings, and supporting systems (including Reservations and CRM platforms), enabling end-to-end service delivery with minimal supervision. Coordinate complex, high-touch requests across Air, Hotel, Transfers, Shore Excursions, Spa, Dining, and other operational teams to curate seamless and personalised guest experiences. Orchestrate connections between all components of the guest journey to ensure a cohesive, anticipatory, and uninterrupted experience. Maintain detailed and accurate records of guest preferences, interactions, and special requests to support personalisation and continuous service improvement. Investigate and resolve guest concerns with urgency, discretion, and sound judgment, ensuring outcomes align with brand standards and guest expectations. Deliver a consistent, luxury-level experience from initial inquiry through pre-voyage follow-up, ensuring continuity across all touchpoints. Communicate with clarity, professionalism, and an elevated tone that reflects The Ritz-Carlton Yacht Collection's luxury positioning. Champion the Ritz-Carlton philosophy by demonstrating genuine care, respect, and professionalism in every interaction. Work closely with our Asia Pacific reservations team, based in Australia, as well as remotely with our teams in Malta and Fort Lauderdale (US). Competency Associate's degree in hospitality, Business, or a related field, or equivalent professional experience Multiyear contact center experience preferred Advanced hospitality training or industry certifications are a plus