Manager, Reservations Support - Americas

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 Reservations Team Manager will lead the team to achieve organizational goals in sales revenue and customer service delivery by managing the reservation process, inquiries, changes and cancellations received through the virtual call center. The Team Manager 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 USA, Canada, and Latin America. Essential Functions As part of Reservation Services, the Team Manager will manage the day-to-day operations of the US Reservations Team. Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules. Monitor and track revenue and generated bookings. Ongoing coaching & monitoring of the reservations staff through call center service standard operation procedures. Collaborate with Quality Assurance and Training Specialists and utilize their feedback to continuously develop the team. Process any financial refunds and any required booking amendments. Respond to and investigate lead disputes. Overflow of call handling during peak periods. Develop and maintain positive working relationships with all departments. Manage redemptions of the Bonvoy program and process in the reservation system. Provide team activity reporting to Reservations leadership. Manage successfully marketing leads that are received and ensure leads are responded to as per the set service levels. Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly. Utilize the telephone software “InContact” and daily track productivity. Undertake employee performance reviews as per the company guidelines. Implement action plans for underperforming team members and provide feedback to the Sr. Director and Human Resources. Competency Education: Minimum 2-year college degree or 3 years experience equivalent Skills & Experience: Minimum 3 years of supervisory experience preferred, ideally from a luxury cruise background Dedication to delivering high-level customer service and maintaining courteous & professional telephone etiquette at all times Excellent written & verbal communication skills with the ability to answer detailed questions regarding the product in a clear, concise manner Proficiency in Microsoft Office (Excel, Word and Outlook) Experience with reporting and forecasting the status of groups accordingly Strong organizational skills essential for multitasking Ability to learn and utilize the reservations system Ability to learn and understand policies & procedures for reservations & groups to efficiently handle both areas Ability to collaborate with, and maintain positive working relationships with all departments Demonstrates the service values of The Ritz-Carlton at all times 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.