Reservation Coordinator EMEA & APAC

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 Reservation Services Coordinator will support our global team in achieving organizational goals for sales revenue and guest service delivery. In this role, you will process inquiries, changes, and cancellations received through the call center. The Global Reservation Services coordinator will be passionate about The Ritz-Carlton Yacht Collection brand and will introduce the unique opportunity of our yacht vacations to potential guests and travel professionals across the globe.

Essential Functions

Support the day-to-day operations of the EMEA and APAC market Reservations Team.

Utilize “InContact” telephone software to assist management with booking disputes and escalations.

Process financial refunds and fund transfers, amend bookings, and respond promptly to frontline team requests.

Handle escalated calls to ensure timely resolution, as well as overflow call volume during peak periods.

Maintain courteous and professional telephone etiquette at all times.

Provide daily reports highlighting team achievements; update required logs and Smartsheets.

Prepare, present, and document meetings.

Offer feedback to leadership and identify trends for improvement.

Liaise with Special Services to ensure accurate communication between shoreside and onboard departments.

Collaborate with internal departments to resolve system issues.

Support the Quality team with ad hoc auditing requirements.

Assigned ad hoc IT and project work as needed.

Analyze current procedures and recommend enhancements.

Ensure reservation agents understand departmental policies and procedures.

Develop and maintain positive working relationships across departments.

Adhere to company policies and departmental guidelines regarding attendance and phone adherence.

Competency

Education:

Minimum 2-year college degree or 3 years’ experience equivalent

Skills & Experience:

Minimum 2-year cruise experience required, ideally from a luxury cruise background

Possess excellent written & verbal communication skills with the ability to convey information in a clear, concise manner

Attention to detail with an analytical approach

Ability to learn and utilize the reservations system

Must commit to delivering high-level customer service

Proficiency in Microsoft office (Excel, Word and Outlook) and able to adapt to new systems

Maintain positive, pleasant behaviour while engaging customers & colleagues

Ability to learn and understand policies & procedures in order to make reservations and assist callers with each aspect of the booking process

Demonstrate the service values of The Ritz-Carlton at all times

Strong organizational skills are essential for multi-tasking

Expected Hours of Work

Full time (40-hour work week)

Working days are subject to operational requirements

05:00-14:00 CET

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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