Senior Manager of Guest Journey Services

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 Senior Manager of Guest Journey Services is the strategic architect and champion of the end-to-end guest experience across all voyage touchpoints. This leader ensures every interaction from pre-voyage planning to post-voyage follow-up exceeds The Ritz-Carlton Yacht Collection Gold Standards and embodies the brand’s legendary approach to luxury, personalization, and service excellence. The role drives global consistency, operational integration, and innovative service enhancements, while leading, developing, and inspiring a high-performing team of Experience Ambassadors.

Key Responsibilities

Guest Journey Leadership

• Directly manage and develop the Experience Ambassador (Guest Journey Services team members), providing guidance, coaching, and support for high performance and professional growth.
• Oversee recruitment, onboarding, and continuous training for all Experience Ambassadors.
• Set clear service standards, ancillary sales targets, and collaboration frameworks for the Experience Ambassador team, ensuring alignment with departmental strategy and company vision.
• Serve as an escalation point for complex guest and partner situations, modeling calm, decisive, and solutions-oriented leadership.
• Design, implement, and continually refine the global guest journey strategy, embedding The Ritz-Carlton Yacht Collection service philosophy at every phase pre, during, and post-voyage.
• Set and uphold Gold Standards and SOPs for all guest service touchpoints, including deviations, bespoke planning, special requests, and complex itineraries.
• Lead the Experience Ambassador team, cultivating a culture of anticipatory, personalized service that drives guest loyalty and brand advocacy.
• Strategic thinker with a track record of scaling luxury service models.
• Emotionally intelligent decision-maker with strong stakeholder engagement and communication skills.
• Proven ability to lead transformation and embed new systems and processes.
  
  

Brand Stewardship & Global Alignment

• Ensure every guest interaction reflects The Ritz-Carlton Yacht Collection ethos of Ladies & Gentlemen serving Ladies & Gentlemen.
• Protect brand integrity through compliance, quality assurance, and consistent delivery of service excellence worldwide.
• Representing the brand externally with partners, vendors, and industry leaders, further establishing The Ritz-Carlton Yacht Collection as the pinnacle of luxury guest experiences.
  
  

Guest Experience & Service Excellence

• Expert in luxury service design aligned with The Ritz-Carlton Yacht Collection Gold Standards.
• Anticipatory and solutions-oriented, adept at managing bespoke requests and high-value guests.
• Skilled in mapping, optimizing, and unifying the guest journey across all voyage phases.
• Strong service recovery and brand storytelling capability.
  
  

Qualifications

Education & Experience

• Bachelor’s degree in Hospitality, Tourism, or Business required; Master’s preferred
• 4–6 years in luxury hospitality, cruise, or guest experience leadership
• Minimum 3–5 years managing multi-site or global service teams
  
  

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.