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- Tasks: Assist guests and travel partners with booking inquiries and provide exceptional customer service.
- Company: Join the Ritz-Carlton Yacht Collection, a leader in ultra-luxury hospitality at sea.
- Benefits: Enjoy a diverse work environment, opportunities for growth, and a commitment to employee well-being.
- Why this job: Be part of a legacy of excellence and deliver top-tier service in a luxurious setting.
- Qualifications: Requires a minimum 2-year college degree or equivalent experience in customer service.
- Other info: Embrace teamwork and uphold the Ritz-Carlton's Gold Standards in every interaction.
The predicted salary is between 28800 - 43200 £ per year.
Guest Assistance Specialist – Global Reservations page is loaded
Guest Assistance Specialist – Global Reservations
Apply locations Ft. Lauderdale time type Full time posted on Posted 30+ Days Ago job requisition id R-100513
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 and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is 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.
Job Summary
The Specialist, Guest Assistance – Global Reservations is part of an empowered, responsive, and integral team of Ladies & Gentlemen providing seamless, real-time customer service and resolution to our Guests and Travel Partners in support of booking activities and ancillary services to achieve organizational goals in sales revenue and efficient, effective customer service delivery.
Essential Functions
- Provide supplemental assistance to our guests and travel partners in matters including but not limited to booking inquiries and all manner of inquiries beyond booking fundamentals, ensuring service levels are met and excellent guest service is provided.
- Provide the best possible customer service while maintaining the integrity of the company and external partners/vendors.
- Answer inbound telephone calls, e-mails, or instant messages from travel partners and/or direct guests.
- Responsible for meeting or exceeding performance measurement standards and definitions.
- Participate in special projects as assigned by Supervisor/Manager.
- Own and immediately resolve guest problems (Service Value No. 6).
- Function as a knowledge resource for reservations sales agents; handle problem and conflict resolution.
- Work with, develop, and maintain positive working relationships with all departments in the ultimate interest of guest and travel partner satisfaction.
- Communicate and effectively educate agents on policies, procedures, and sales/marketing programs in a clear and timely manner.
- Create a work environment of teamwork and lateral service so that the needs of our guests and each employee are met (Service Value No. 7).
- Protect the privacy and security of our guests, fellow employees and the company\’s confidential information and assets (Service Value No.11).
- Process any financial refunds and any required booking amendments.
- Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly.
Competency
Education:
- Minimum 2-year college degree or 2 years experience equivalent
Skills & Experience
- Prior customer service or guest experience, preferably in luxury hospitality or cruising
- Excellent written and verbal communication skills
- Tech savvy, proficient in Microsoft Office (Excel, Word, and Outlook)
- Ability to convey information in a clear, concise manner
- Superior attention to detail with an analytical approach
- Ability to develop and maintain positive working relationships with all departments
- Must commit to delivering a high level of customer service and always demonstrate the service values of The Ritz-Carlton
- Strong organizational skills essential for multitasking
The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.
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Guest Assistance Specialist - Global Reservations employer: The Ritz-Carlton Yacht Collection
Contact Detail:
The Ritz-Carlton Yacht Collection Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Assistance Specialist - Global Reservations
✨Tip Number 1
Familiarise yourself with the Ritz-Carlton Gold Standards. Understanding these principles will not only help you align your service approach with their expectations but also demonstrate your commitment to their values during any interactions.
✨Tip Number 2
Showcase your customer service skills in real-time scenarios. Consider role-playing common guest inquiries or issues with a friend to practice your responses and problem-solving abilities, as this is crucial for the Guest Assistance Specialist role.
✨Tip Number 3
Network with current or former employees of the Ritz-Carlton Yacht Collection. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 4
Prepare to discuss your experience in luxury hospitality or customer service. Be ready to share specific examples that highlight your ability to deliver exceptional service and resolve conflicts effectively, as these are key competencies for the role.
We think you need these skills to ace Guest Assistance Specialist - Global Reservations
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Guest Assistance Specialist position. Understand the key responsibilities and required skills, especially those related to customer service in luxury hospitality.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service or luxury hospitality. Emphasise any previous roles where you demonstrated excellent communication skills and attention to detail, as these are crucial for this position.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for providing exceptional guest service. Mention specific examples from your past experiences that align with the Ritz-Carlton's Gold Standards and how you can contribute to their legacy of excellence.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential traits for the role.
How to prepare for a job interview at The Ritz-Carlton Yacht Collection
✨Understand the Gold Standards
Familiarise yourself with the Ritz-Carlton's Gold Standards, as they are central to their service philosophy. Be prepared to discuss how you can embody these values in your role as a Guest Assistance Specialist.
✨Showcase Your Customer Service Skills
Highlight your previous experience in customer service, especially in luxury settings. Prepare examples of how you've resolved guest issues or exceeded customer expectations in the past.
✨Demonstrate Teamwork and Collaboration
The role requires working closely with various departments. Be ready to share experiences where you successfully collaborated with others to enhance guest satisfaction or solve problems.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Think of specific scenarios where you had to handle difficult situations or conflicts, and explain how you approached them effectively.
