Director of Group Sales & Service

The Ritz-Carlton Yacht Collection

1d•Hybrid

About The Position

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.

Requirements

10+ years of progressive leadership in luxury hospitality, travel, or cruise.
Proven success managing group sales and service teams in a luxury environment.
Strong knowledge of group travel segments and needs (affinity, corporate, incentive) and both sales and service operations.
Demonstrated success in overseeing departmental sales targets, 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.

Responsibilities

Leadership & Development: Build, inspire, and lead a team of group sales and service professionals dedicated to providing personalized, anticipatory service and curating seamless guest experiences. Provide coaching and mentorship to ensure professional growth, operational excellence, and high engagement.
Strategic Planning & Execution: Define the Group Sales and Service vision and service model, aligning with the Ritz-Carlton Service Values. Oversee the daily operations of the Group Sales & Service team, ensuring timely handling of all group requests.
Sales Performance Management: Guide sales and service specialists in thoughtfully presenting opportunities for customers and their 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.
Culture Advocacy: Foster a culture of empowerment, accountability, and brand pride consistent with the Ritz- Carlton Yacht Collection Promise. Serve as the ultimate advocate for the guest, ensuring every interaction reflects the RCYC promise of luxury and personalization.
Process & Technology Management: Leads the development, implementation, and management of sales tools, processes, policies, and technologies to enhance sales team effectiveness.
Forecasting & Budgeting: Manages the sales forecasting process, develops sales budgets, and allocates resources to meet financial goals. Oversee and manage the department budget, ensuring financial responsibility and alignment with organizational goals.
Cross-Functional Collaboration: Partner cross-functionally with Revenue Management, Finance, Legal, and Operations to deliver an integrated end-to-end customer journey for affinity, corporate, and incentive groups.
Data & Reporting: Leverage analytics and reporting to identify opportunities to enhance efficiency while maintaining personalized guest engagement. Monitor key performance indicators (KPIs), analyze sales reports, and implement strategies to improve revenue and sales effectiveness.
Process Improvement & Training: Establish, monitor, and continuously improve service standards, workflows, and KPIs for both luxury service delivery and sales operations (including response time, service levels, quality assurance, and other performance measures).
Market & Competitive Analysis: Monitor industry trends, market conditions, and competitor activities to inform strategic decisions and maintain a competitive edge.
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.