Air Concierge - Guest Operations

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 and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Job Summary

The Concierge in Air Services will be responsible for assisting our guests with all phases of passenger pre & post-experience and the informational components to educate Ritz Carlton guests on the logistical planning necessary to travel to and from the port destination. In addition, the role provides comprehensive knowledge to internal customers associated with all requests for hotel accommodations, transport services, and ship crew travel.

Essential Functions

Process air schedule ticketing, special requests, and schedule changes submitted by internal agents.

Function as a fundamental resource for sales & trade teams regarding the standards and delivery of the RCYC air program.

Monitor and ensure air reservations accurately display schedules, in line with cost norms; largely focusing on airline-driven changes/cancellations.

Assist with invoice reconciliation, ensuring all tickets issued through GDS/third-party consolidators are accounted for via Airlines Reporting Corporation (ARC) and are processed promptly by the accounting department.

Work closely with turnaround operations and support teams to ensure ancillaries needed in unison with flights are arranged accordingly.

Maintain up-to-date knowledge of selected Global Distribution System (GDS) and all preferred partner airline contract details.

Identify and understand complex international itineraries to offer the best travel options to consumers.

Assist with configurations or project implementations related specifically to air system functionality.

Achieve product sales by handling inquiries, booking, and amending reservations as well as quoting airfares to meet client needs.

Receive inbound telephone calls, action web and email requests, and undertake outbound calling concerning inquiries and/or bookings.

Develop familiarity with details of air programs and related hotel, land, and transfer programs to provide correct information to Reservations and Sales when needed.

Take appropriate intermediate steps when notified of problems to resolve issues for guests experiencing travel emergencies.

Competency

Education

Minimum 1-2 years of undergraduate studies in a travel-related field or equivalent work experience

Skills & Experience

2 years' experience in a Travel Agency, Airline, or Cruise Line Air Department

Proven 5-star customer service and selling skills

Excellent PC skills and proficiency in Microsoft Office

Superior knowledge of Travel, Airlines, and/or Cruise industries

Experience with the Amadeus travel platform

Excellent interpersonal and English verbal and written communication skills

International Air Reservations and Ticketing knowledge and expertise

Extensive knowledge of global geographies and related flight itineraries

Proven high performer in a production / high-pressure environment

Organizational skills to manage workload effectively while multitasking to meet deadlines

Airline Contract, NDC, and private fare experience

Working knowledge of Resco is desired

Proven problem-solving and analytical skills

Ability to pull reports and organize data in a clear, concise manner

Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact, and resourcefulness

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.