APAC Reservations Manager (Inbound & Outbound Call Centre)
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 & Gentlemen are the most important resource in our service commitment to each other and our guests.
By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a culture where all are 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 Manager, APAC Reservations will further develop and run the recently launched Sydney-based Asia Pacific Reservations team for The Ritz-Carlton Yacht Collection. The successful candidate will play a key role on the APAC leadership team, and form part of the global reservations support function. This critical role will lead and develop a team laser-focused on revenue generation and service excellence, befitting The Ritz-Carlton brand, its Credo, and Service Values, to our guests and partners.
Essential Functions
- Develop a high-performing Reservations team, providing exceptional service to both trade agents and direct customers
- Achieve monthly, quarterly, and annual sales targets
- Manage and lead the team by example, providing an environment allowing them to flourish
- Work closely with US and Malta-based operational leadership teams to drive effective IT, workforce planning, and build and deliver effective training and development programs
- Work closely with the APAC sales team to identify efficiencies and revenue-generating opportunities
- Meet or exceed key KPIs and SLAs relating to service and revenue generation
- Handle escalated calls transferred from the Reservation staff to ensure any situation is resolved promptly
- Continuously improve processes and drive optimisation throughout the APAC sales process
- Quickly become a trusted member of the APAC leadership team
Competencies
Education:
- Bachelor’s degree in related field of study; or any equivalent combination of relevant background and/or sales experience
Skills & Experience:
- Minimum 3 years in the travel industry preferred, or 5 years in a commercial, revenue-generating environment with a reservations/sales focus
- Luxury hotel/cruise experience is beneficial
- Minimum 2 years as a people manager and mentor to high-performing teams
- Possess a passion for exceptional customer service
- Motivated to exceed targets/KPIs/SLAs
- An excellent communicator, both written and verbal
- Excellent interpersonal skills and ability to tactfully deal with internal and external contacts, conveying information in a clear, concise manner
- Possess excellent written & verbal communication skills
- Proficiency in Central Reservation Systems, Customer Relationship Management, and Microsoft Office
- Tech-savvy, with the ability to learn new systems quickly
Expected Hours of Work
- The position is full-time and primarily on-site at our new Sydney CBD office
- On occasion, it may require work outside of typical office hours.
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.