The Ritz-Carlton Yacht Collection
Loyalty and Leads Support Specialist - Global
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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 SummaryThe Global Bonvoy Loyalty and Leads Support Specialist plays a key role in supporting the Global team in achieving organizational goals related to sales revenue and guest service excellence. This position is responsible for handling Bonvoy loyalty program inquiries, changes, and cancellations received through the virtual call center. Additionally, the specialist will manage lead-related and booking dispute cases in alignment with internal protocols and service standards.
Essential Functions- Support the day-to-day operations of the Bonvoy Loyalty Program within the Reservation Services team.
- Manage lead-related and booking dispute cases in alignment with internal protocols and service standards.
- Process Bonvoy portal yacht bookings by established operating procedures, including Bonvoy-related discrepancies, cancellations, and adjustments.
- Collaborate with the accounting team to ensure accurate reconciliation.
- Assist in training the Global Sales Team and Future Voyage Concierges/onboard team on Bonvoy-related content.
- Ensure all related materials and resources are current and accessible to the Global Sales Team.
- Process financial refunds and fund transfers submitted by reservation agents or departmental leads.
- Handle escalated Bonvoy-related calls from Reservation staff to ensure prompt and effective resolution.
- Offer regular feedback to the leadership team, helping to identify trends, gaps, and opportunities for process improvements.
- Maintain and update all relevant logs, case files, and tracking systems.
- Support reservation agents by clarifying departmental policies and guiding solution-based decisions.
- Assist with call handling overflow during peak periods to maintain service standards.
- Updating department Standard Operating Procedures.
- Following up on missing guest documentation requirements.
- Assisting in other department projects when needed by the Sr.Director.
Competency
Education:
- Minimum 2-year college degree or 3 years’ experience equivalent
Skills & Experience:
- Minimum 2-year cruise experience 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 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)
Working hours: 15:00-00:00 CET Monday to Friday
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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