Partner Assistance Manager

The Ritz-Carlton Yacht Collection•Fort Lauderdale, FL

8d•Onsite

About The Position

The Partner Assistance Manager (Trade Sales) will lead the trade team to achieve the organizational goals in trade sales revenue and provide exceptional customer service delivery. In this role, you will manage the travel agency reservation process, inquiries, changes, and cancellations received through the global call center. The Partner Assistance Manager will be passionate about The Ritz-Carlton Yacht Collection brand and will introduce the unique opportunity of our yacht vacations to travel professionals across the globe.

Requirements

Minimum 2-year college degree or 3 years’ experience equivalent
Minimum 2 years of Customer Service and Sales experience required, ideally from a luxury cruise background
Must commit to delivering a high level of guest service
Ability to maintain positive, pleasant behavior while engaging customers & colleagues
Possess excellent written & verbal communication skills
Ability to learn and understand policies & procedures to make reservations and assist callers with each aspect of the booking process
Maintain a strong desire to learn all aspects of the product including land, air, hotel & shore excursions to effectively sell & service each reservation
Ability to follow our exclusive RCYC Sales Process
Ability to adhere to strict attendance policy including scheduled work shift, lunch/break adherence, attendance, and punctuality
Ability to learn and utilize the reservation system

Nice To Haves

Ideally from a luxury cruise background

Responsibilities

Manage the day-to-day operations of the Global Reservations Team
Monitor and track revenue and generated bookings.
Ongoing coaching & monitoring of the reservations staff through call center service standard operation procedures.
Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules.
Maximize opportunities to increase sales revenue by offering additional amenities and ancillary products.
Assist with payroll/vacation requests.
Implement action plans for underperforming team members and provide feedback to the Sr. Director and Human Resources.
Communicate with Quality Assurance and Training Specialists and utilize their feedback to continuously develop the team.
Process any financial refunds and required booking amendments.
Handle escalated trade calls transferred from the Reservation staff to ensure any situation is resolved promptly.
Demonstrate the ability to answer detailed questions regarding the product in a clear, concise manner.
Provide a daily report to the Director of Reservations highlighting the achievements of the day.
Undertake employee performance reviews as per the company guidelines.
Overflow of call handling during peak periods.
Ability to multi-task and handle several groups at the same time.
Update employee log and employee HR file.