Experience Ambassador (Inbound/Outbound Contact Center)

The Ritz-Carlton Yacht Collection•Fort Lauderdale, FL

2d•Onsite

About The Position

The Experience Ambassador operates at the nexus of guest relations, voyage servicing, and operational excellence, providing high-touch, real-time support to discerning guests and valued travel partners throughout the entire booking and pre- and post-voyage experience. This role requires deep expertise in our ancillary offerings, destinations, supporting systems, and processes, plus the autonomy and resourcefulness to exceed expectations with minimal direction.

Requirements

Proven experience in a contact center or service environment managing inbound calls, outbound outreach, and case-based work.
Exceptional verbal and written communication skills with the ability to build trust and rapport with a global luxury clientele
Strong organizational and time-management skills, with the ability to manage multiple cases and priorities simultaneously
Superior attention to detail and the ability to anticipate guest needs before they are expressed
Demonstrated problem-solving skills and resourcefulness in resolving complex guest scenarios
High emotional intelligence and the ability to remain composed and service-focused under pressure
Experience working with CRM & Reservation systems, and managing detailed guest interactions across multiple channels
Passion for delivering elevated, personalized guest experiences with a commitment to excellence
Fluency in English required

Nice To Haves

Experience with Salesforce is a plus
Advanced hospitality training or industry certifications are a plus
Prior experience in luxury hospitality, cruise, travel, or concierge services strongly preferred
Proven ability to collaborate cross-functionally in a service-driven environment
Spanish or additional languages preferred

Responsibilities

Serve as a front-line ambassador in a multi-channel contact center environment, managing a blend of inbound calls, outbound guest outreach, and case-based follow-up (email and offline work) to support the full guest journey
Engage guests to uncover their unique travel aspirations, presenting and recommending tailored offerings including air, hotel, transfers, insurance, spa, dining, shore excursions, onboard activities, and bespoke experiences
Proactively manage guest and travel partner inquiries, including booking modifications, service requests, and personalized voyage planning, ensuring timely and accurate resolution across all channels
Conduct outbound communications to follow up on open requests, confirm arrangements, drive ancillary engagement, and enhance the overall guest experience
Own and manage case workflows, ensuring all guest requests are documented, tracked, and resolved efficiently through CRM systems and written communication
Identify opportunities to introduce value-added ancillary products and services, balancing revenue generation with a commitment to guest satisfaction and brand integrity.
Demonstrate deep expertise across destinations, ancillary offerings, and supporting systems (including Reservations and CRM platforms), enabling end-to-end service delivery with minimal supervision
Coordinate complex, high-touch requests across Air, Hotel, Transfers, Shore Excursions, Spa, Dining, and other operational teams to curate seamless and personalized guest experiences
Orchestrate connections between all components of the guest journey to ensure a cohesive, anticipatory, and uninterrupted experience
Maintain detailed and accurate records of guest preferences, interactions, and special requests to support personalization and continuous service improvement
Investigate and resolve guest concerns with urgency, discretion, and sound judgment, ensuring outcomes align with brand standards and guest expectations
Deliver a consistent, luxury-level experience from initial inquiry through pre-voyage follow-up, ensuring continuity across all touchpoints
Communicate with clarity, professionalism, and an elevated tone that reflects The Ritz-Carlton Yacht Collection’s luxury positioning
Champion the Ritz-Carlton philosophy by demonstrating genuine care, respect, and professionalism in every interaction