Senior Experience Ambassador

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 Senior Experience Ambassador is a cornerstone of our Guest Journey Services team, serving as a leader, mentor, and frontline brand ambassador for The Ritz-Carlton Yacht Collection. This role operates at the nexus of guest relations, voyage servicing, and operational excellence, providing high-touch, real-time support to discerning guests and valued travel partners throughout the entire booking and pre- and post-voyage experience. The Senior Experience Ambassador expertly handles complex customer inquiries, escalated issues, and personalized service requests across multiple channels (phone, email, and in-person). In the absence of a manager, this role provides team oversight, supports cross-training, and acts as the point of contact for urgent matters, ensuring seamless and consistently elevated guest experience. Essential Functions Proactively manages guest and travel partner inquiries at every touchpoint, including booking amendments, ancillary product recommendations, deviation requests, and personalized voyage planning, ensuring every interaction aligns with the standards of The Ritz-Carlton Yacht Collection Gold Standard and the Ritz-Carlton Yacht Collection guest journey vision. Promote sales to guests by engaging guests to identify travel needs, present/explain products, and make travel recommendations. Provide seamless cruise and guest service experience, from the initial sales call to confirming the reservation/booking and facilitating the flow of information. Collaborate with all other internal departments to facilitate the booking process and sales; communicate cruise-related requests to the appropriate department. Serves as the go-to authority for handling highly sensitive or escalated guest concerns, delivering solutions in real-time, often across multiple service areas such as air, hotel, transfer, shore excursions, and special services, with the autonomy to resolve and follow through to guest satisfaction. Acts as an in-house coach, supporting leadership with onboarding and developing team members by modeling best-in-class service delivery, training on new tools, SOPs, and guest recovery techniques, and championing a culture of continuous learning and lateral service. Steps in as the escalation lead and coordinator during the manager's absences, supervising workflow allocation, supporting decision-making, ensuring accurate and timely documentation, and upholding communication flow between departments. Collaborates with Air, Hotel, Transfer, and Shore Excursions operations teams to ensure a frictionless, end-to-end guest journey, leveraging internal systems and cross-functional processes so that service delivery feels personalized and effortless from the guest's perspective. Maintains comprehensive, accurate, and confidential guest records, proactively reviews trends, analyzes service issues, and prepares actionable reports and recommendations for management and process improvement. Synthesizes guest feedback, identifies emerging patterns, and recommends operational or experiential enhancements to senior leadership, supporting the department's forward-thinking, guest-centric ethos. Identifies and offers value-added ancillary products such as air, hotel, transfer, insurance, and custom experiences, maximizing guest satisfaction and departmental revenue while maintaining the integrity of luxury guest choice. Competency Education: Minimum two-year degree in hospitality, business, or related field, or equivalent experience Advanced hospitality training or i