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The Ritz-Carlton Yacht Collection · 1 day ago

Reservations Support Manager (Contact Center)

Fort Lauderdale, FL

Full-time

Hybrid

Mid, Senior Level

3+ years exp

The Ritz-Carlton Yacht Collection is dedicated to redefining ultra-luxury hospitality at sea. They are seeking a Reservations Support Manager to lead the operational excellence of their Reservations Department, ensuring smooth booking processes and empowering the reservations team to deliver extraordinary service.

LeisureTourismTravel

Responsibilities

Lead and develop the Reservations Support Team, including Reservation Support Coordinators & Booking Compliance Specialists, to deliver prompt, precise, and proactive assistance to Sales and Reservations

Oversee daily support workflows, including amendments, refunds, financial postings, and system escalations

Manage resource allocation to ensure the timely completion of tasks, service tickets, and internal inquiries

Collaborate with IT, Finance, and Operations to resolve system or policy issues that impact reservation performance

Provide leadership reporting on efficiency metrics, task closure rates, and recurring issues requiring process improvements

Ensure communication channels (Teams, Salesforce Chatter, NICE) are utilized consistently to maintain service flow

Reinforce Ritz-Carlton Gold Standards in every interaction, creating a calm and confident environment for both colleagues and guests

Contribute to the onboarding and continuous training of new coordinators and support specialists

Handle booking disputes

Qualification

SalesforceNICE inContactCruisePal/RescoCall center operationsLeadershipCommunication skillsTime managementProblem-solving skills

Required

Minimum two-year degree or equivalent four years of leadership experience

Three or more years in cruise reservations or call center operations, preferably luxury

Proficiency in Salesforce, NICE inContact, and CruisePal/Resco

Proven ability to lead teams, manage workflows, and analyze data with precision

Excellent communication, time management, and problem-solving skills

Commitment to the brand's philosophy of anticipatory service and excellence

Company

The Ritz-Carlton Yacht Collection

Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection offers voyages on three custom-built yachts: Evrima, Ilma and Luminara.

Founded in 2017

Miami, Florida, USA

51-200 employees