Partner Assistance Manager

Join the Ritz‑Carlton Yacht Collection, an ultra‑luxury extension of the renowned Ritz‑Carlton brand, and become a “Lady or Gentleman” dedicated to delivering the impeccable “Gold Standards” of service. Our culture is built on trust, honesty, respect, integrity and commitment, fostering an environment where every employee is valued and empowered to excel.

Job Summary

The Partner Assistance Manager (Trade Sales) will lead the trade team to achieve organizational goals in trade‑sales revenue and provide exceptional customer‑service delivery. In this role you will manage the travel‑agency reservation process—including inquiries, changes, and cancellations—received through the global call center, and introduce the unique yacht‑vacation experience to travel professionals worldwide.

Responsibilities

• Manage the day‑to‑day operations of the Global Reservations Team as part of Reservation Services.
• Monitor and track revenue and generated bookings.
• Coach and monitor reservations staff through call‑center service standard operating procedures.
• Prepare, communicate, monitor, and track Key Performance Indicators, goal setting, SMART goals, and team schedules.
• Maximize sales revenue by offering additional amenities and ancillary products.
• Assist with payroll and vacation requests.
• Implement action plans for under‑performing team members and provide feedback to the Sr. Director and Human Resources.
• Communicate with Quality Assurance and Training Specialists and use their feedback to continuously develop the team.
• Process financial refunds and required booking amendments.
• Handle escalated trade calls transferred from reservation staff to ensure prompt resolution.
• Answer detailed product questions clearly and concisely.
• Provide a daily report to the Director of Reservations highlighting the day’s achievements.
• Undertake employee performance reviews in accordance with company guidelines.
• Manage overflow call handling during peak periods.
• Multi‑task and handle several groups simultaneously.
• Update employee logs and HR files.

Requirements

• Minimum 2‑year college degree or 3 years’ equivalent experience.
• At least 2 years of customer‑service and sales experience, preferably in luxury cruise hospitality.
• Commitment to delivering a high level of guest service.
• Ability to maintain a positive, pleasant demeanor while engaging customers and colleagues.
• Excellent written and verbal communication skills.
• Capability to learn and apply policies and procedures for reservations and assist callers throughout the booking process.
• Strong desire to learn all product aspects—including land, air, hotel, and shore excursions—to effectively sell and service reservations.
• Ability to follow the exclusive RCYC Sales Process.
• Adherence to a strict attendance policy, including scheduled shifts, lunch/break compliance, punctuality, and overall attendance.
• Proficiency in learning and using the reservation system.

Schedule

• Full‑time (40‑hour work week).
• Shift‑based hours with flexibility to work weekends and public holidays.
• Occasional overtime opportunities.
• Office‑based position.

The Ritz‑Carlton Yacht Collection is an equal‑opportunity, inclusive employer and considers all applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other protected category.