Manager, Guest Experience

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. The Manager of Guest Experience is responsible for the day-to-day leadership and overall performance of the Guest Services and Destination Experience teams, ensuring both departments consistently deliver personalised, seamless and exceptional guest service throughout the guest journey. The role oversees daily operations, recruitment, training, performance and development, ensuring teams are supported and equipped to meet The Ritz-Carlton Yacht Collection standards. Working closely with onboard leadership and shoreside stakeholders, the Manager of Guest Experience drives operational excellence, addresses service gaps and supports the continuous improvement of the overall guest experience. Key Responsibilities Guest Experience Operations Lead the day-to-day operations of the Guest Services and Destination Experiences teams, ensuring efficient, seamless and personalised guest service. Provide direction and support to ensure teams consistently meet operational and service standards. Collaborate with other departments to ensure a seamless guest journey from embarkation through disembarkation. Destination Experience Oversee the delivery of Destination Experience services, including destination recommendations, excursions, transportation and local experiences. Ensure teams maintain strong destination and product knowledge and provide accurate, personalised recommendations. Work with shoreside Destination Experience and Product Development teams to support the effective delivery and continuous improvement of destination offerings. B uilds and maintains strategic partnerships with destination service providers to deliver enriching guest experiences at each port. Stays current on trends and innovations in destination management to continually improve the quality of services and partnerships. People Leadership & Development Leads the recruitment process for the Guest Experience teams. Manages performance reviews and career development plans for the guest exper ience team , ensuring clear paths for growth and advancement. Set clear expectations and provide regular coaching, feedback and support to drive high performance. Build a culture of accountability, collaboration and continuous improvement. Quality & Standards Ensure compliance with Guest Experience SOPs, service standards and The Ritz-Carlton Yacht Collection brand expectations. Monitor guest feedback, operational performance and quality results to identify service gaps and improvement opportunities. Ensure operational changes and updated standards are effectively communicated and implemented. Conducts regular audits and assessments identify areas for improvement and implements action plans to address service gaps. Project Management Support and lead Guest Experience projects and initiatives, ensuring agreed objectives and timelines are achieved. Communicates effectively across all levels of the organization to ensure project success and that user needs are identified and met; makes presentations to a wide variety of audiences within the organization, to external organizations, and at conferences. Competencies Education & Experience Bachelor’s degree in Hospitality Management or a related field, or equivalent relevant experience. Minimum 5 years’ experience in luxury hospitality, with significant experience in a management capacity leading a luxury operation. Strong understanding of current luxury hospitality trends and the evolving needs and expectations of global luxury travellers. Skills & Competencies Strong commitment to luxury hospitality and a passion for delivering exceptional guest experiences. Demonstrated ability to manage fleetwide or regional operations, driving consistency and performance across multiple locations. Excellent leadership, communication, and interpersonal skills, with the ability to lead and inspire diverse, multicultural teams. Excellent organisational skills, with the ability to manage multiple priorities and deliver consistent results in a fast-paced environment. Strong problem-solving and decision-making skills. Fluency in English required ; additional languages are an asset 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.