Experience Ambassador (Inbound/Outbound Contact Center)

Job description

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 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. This role requires deep expertise in our ancillary offerings, destinations, supporting systems, and processes, plus the autonomy and resourcefulness to exceed expectations with minimal direction. Essential Functions Serve as a front-line ambassador in a multi-channel contact center 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 personalized 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. 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 personalized 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 personalization 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 Education A degree in Hospitality, Business, or a related field; or equivalent professional experience Advanced hospitality training or industry certifications are a plus Skills & Experience Proven experience in a contact center or service environment managing inbound calls, outbound outreach, and case-based work. Experience with Salesforce is a plus Exceptional verbal and written communication skills with the ability to build trust and rapport with a global luxury clientele Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously Superior attention to detail and the ability to anticipate guest needs before they are expressed Demonstrated problem-solving skills and resourcefulness in resolving complex guest scenarios High emotional intelligence and the ability to remain composed and service-focused under pressure Experience working with CRM & Reservation systems, and managing detailed guest interactions across multiple channels Passion for delivering elevated, personalized guest experiences with a commitment to excellence Prior experience in luxury hospitality, cruise, travel, or concierge services strongly preferred Proven ability to collaborate cross-functionally in a service-driven environment Fluency in English required; Spanish or additional languages preferred 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.