Shore Excursions Quality Assurance Specialist

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 Shore Excursions Quality Assurance Specialist is vital in delivering exceptional tour programs. In this role, you will ensure seamless execution by meticulously organizing all details for upcoming guest tours and ensuring they are ready for port arrivals.

You will serve as a key contact between the Shore Excursions Onboard Operations and other teams, enhancing guest satisfaction through effective communication and coordination. A significant aspect of your role will involve training tour operators and ensuring they understand our service standards and operational procedures to deliver unforgettable guest experiences.

In addition, you will provide ground support during operations, execute site inspections, and monitor tour operator compliance to maintain high-quality offerings. You will also assist in maintaining systems, compiling reports on revenue and participation, and gathering post-tour feedback to drive continuous improvement.

Essential Functions

• 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 systems 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.
  
  

Competency

Education: Bachelor’s Degree or higher in Geography, Hospitality Management or equivalent

Skills & Experience

• Minimum 2 years of relevant shore excursions experience
• Excellent written and verbal communication and customer service skills
• Strong organization & multi-tasking ability in a fast-paced environment
• Ability to maintain positive, pleasant behavior while engaging with tour operators & colleagues
• 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
• Proficiency in Microsoft Office
  
  

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.