The Ritz-Carlton Yacht Collection · 7 hours ago
Specialist, Shore Excursion Quality Assurance
Fort Lauderdale, FL
Full-time
Hybrid
Entry, Mid Level
2+ years expThe Ritz-Carlton Yacht Collection is dedicated to redefining ultra-luxury hospitality at sea. The Shore Excursions Quality Assurance Specialist plays a key role in delivering exceptional guest experiences by ensuring the smooth execution of tour programs across all ports, coordinating logistics, and training tour operators to meet service standards.
LeisureTourismTravel
Responsibilities
Assist in the seamless execution of Shore Excursions operations by implementing established workflows and Standard Operating Procedures, ensuring efficiency and consistency in all processes
Diligently verify and confirm all details of the upcoming tour portfolio, ensuring that every aspect is meticulously organized and ready for port arrival to guarantee a smooth guest experience
Provide essential ground support for the Shore Excursions Onboard team during operations, proactively identifying and addressing potential issues to enhance operational success and guest satisfaction
Ensure the effective execution of the site inspection and scouting plan to rigorously evaluate the quality of our tour offerings, contributing to the continuous improvement of guest experiences
Actively monitor and confirm that tour operators fulfill their obligations regarding vehicles, goods, and services, ensuring that all operational standards are met to deliver exceptional tours
Train and support tour operators to ensure adherence to service standards and operational procedures, fostering a commitment to guest satisfaction
Support the maintenance and functionality of IT software that facilitates the Shore Excursions business, aiding in pre-cruise shoreside sales and onboard operations to streamline processes
Assist in compiling detailed reports and analyses of revenue, costs, and participation for tours and programs, providing valuable insights and feedback to the Manager and the Product Development team to drive informed decisions
Gather and provide constructive feedback post-tour execution to both the Product Development and Marketing teams, ensuring that the content presented aligns with guest expectations and enhances overall satisfaction
Assist the Manager in maintaining organized processes for reconciling Shore Excursions tour inventory and costs, contributing to accurate financial management and reporting
Provide additional administrative support as required by the Shore Excursions team, contributing to a well-organized and efficient work environment
Qualification
Required
Bachelor's Degree or higher in Geography, Hospitality Management, or equivalent
Minimum 2-3 years of relevant shore excursions experience
Strong communication and customer service skills
Superior organization & multi-tasking
Ability to maintain positive, pleasant behavior while engaging with tour operators & colleagues
Excellent written & verbal communication skills
Ability to solve problematic situations in a quick, efficient manner
Ability to travel globally, 60 percent of the time
Ability to supervise, mentor, critique, and coach managers and vendors
Must be tech savvy, proficient in Microsoft Office, and able to learn new systems quickly
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.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
James Murren
Executive Chairman
Recent News
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