Director of Guest Journey Services

2 days ago

Fort Lauderdale, FL, United States The Ritz-Carlton Yacht Collection Full time
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 Director of Guest Journey Services will lead a team of Experience Ambassadors dedicated to curating every detail of the guest experience, from post-booking creation through to the day of embarkation. This leader ensures that all post-booking needs-including air, hotel, transfers, shore excursions, and general inquiries-are fulfilled with precision, care, and the personalized attention befitting The Ritz-Carlton brand.

Corporate Shoreside Position: Director of Guest Journey Services

Essential Functions
  • Define the Guest Journey vision and service model, aligning with the Ritz-Carlton Service Values.
  • Build, inspire, and lead a team of Experience Ambassadors dedicated to providing personalized, anticipatory service and curating seamless guest experiences.
  • Partner cross-functionally to deliver an integrated end-to-end guest journey.
  • Oversee the daily operations of the Guest Journey team, ensuring timely handling of all post-booking requests.
  • Establish, monitor, and continuously improve service standards, workflows, and KPIs for both luxury service delivery and call center operations (including average handle time, service levels, abandon rates, quality assurance, and other productivity measures).
  • Leverage analytics and reporting to identify opportunities to enhance efficiency while maintaining personalized guest engagement.
  • Oversee and manage the department budget, ensuring financial responsibility and alignment with organizational goals.
  • Serve as the ultimate advocate for the guest, ensuring every interaction reflects the RCYC promise of luxury and personalization.
  • Proactively identify and resolve escalated guest issues with discretion and poise.
  • Guide Ambassadors in thoughtfully presenting opportunities for guests to enrich their voyage experience, whether through premium accommodations, curated shore excursions, or exclusive pre- and post-voyage programs, ensuring these enhancements feel natural, bespoke, and aligned with the guests' preferences.
  • Recruit, train, and develop a high-touch team of Ambassadors skilled in luxury service and service-through-sales techniques.
  • Foster a culture of empowerment, accountability, and brand pride consistent with the Ritz- Carlton Yacht Collection Promise
  • Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Competency

Education
  • Bachelor's degree in Hospitality Management, Business Administration, or related field (advanced degree preferred) and/or 10+ years of progressive leadership in luxury hospitality, travel, cruise, or premium call center operations, with at least 5 years in a director-level role.
Skills & Experience
  • Proven success managing guest service or customer experience teams in a luxury environment
  • Strong knowledge of travel components (air, hotel, transfers, excursions) and call center operations (AHT, SL, abandon rates, workforce productivity
  • Demonstrated success in overseeing departmental budgets and financial performance
  • Excellent project management and organizational abilities, capable of balancing multiple priorities
  • Exceptional interpersonal and communication skills, with a proven ability to influence and align cross-functional teams
  • Ability to drive decisions across multiple stakeholders, support change management and adoption motions, and use an adoption-first mentality
  • Collaborative, innovative, and customer-centric mindset with a focus on achieving business outcomes
Work Environment
  • Hybrid, typical office environment based in Fort Lauderdale, Florida
  • The position is full-time and frequently requires additional working time outside of normal business hours
  • International Travel as needed


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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