Global Groups Support Supervisor

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.

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 Global Groups Support Supervisor is responsible for managing a global team of Group Travel Professionals, with a focus on maximizing revenue from all FIT (Free Independent Traveler) group bookings. This position oversees the end-to-end group travel process—from agreement creation and fare loading to sales tracking and customer service—while also playing a critical role in staff development, performance monitoring, and departmental operations. The ideal candidate will be detail-oriented, customer-focused, and capable of driving both sales and service excellence across multiple markets.

Essential Functions

Group Sales & Operations

Manage a global team of Group Travel Professionals within the Global Reservations department, maximizing all FIT group revenue opportunities and promoting ancillary services.

Create and manage FIT group agreements, including fare loading.

Process reservations and ensure all relevant documentation is communicated to clients.

Monitor group suite inventory, hold space, and promote need sailings based on availability.

Ensure all FIT Groups collateral (flyers, website content, agreements) is current and aligned with brand standards.

Coordinate additional services (Air & Hotel, Shore Excursions, Special Services) with internal departments.

Prepare groups 30 days before departure, ensuring complete and accurate data.

Generate weekly reports of all new and signed group agreements.

Track and monitor FIT group revenue and booking conversions.

Conduct welcome and preparation calls with FIT group clients.

Handle escalated group-related calls to ensure timely and satisfactory resolution.

Demonstrate in-depth knowledge of the yachting experience when answering customer queries.

Coach, mentor, and monitor team performance to meet service and sales goals.

Implement and track Key Performance Indicators (KPIs) and SMART goals.

Manage employee schedules, payroll, and vacation requests.

Conduct employee performance reviews and maintain accurate HR records.

Develop and execute action plans for underperforming staff in coordination with HR and senior leadership.

Utilize Quality Assurance feedback and coordinate with Training Specialists for continuous team improvement.

Competency

Education:

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

Skills &Experience:

Minimum 2 years of customer service and sales experience are required, ideally from a luxury cruise background.

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 a high level of customer service

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

Ability to maintain positive, pleasant behaviour while engaging customers & colleagues

Possess excellent written & verbal English communication skills

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

Ability to 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)

Flexible working hours to cover the Global Booking offices

EU Based 12:00 to 21:00 CET

Occasional overtime and weekends

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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