Reservations Support Manager (Contact Center)

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 Ritz-Carlton Yacht Collection seeks a Reservations Support Manager to lead the operational excellence behind our Reservations Department. This leader ensures that every booking, amendment, and transaction flows smoothly through our systems, empowering the frontline reservations team to deliver extraordinary service. This role bridges operations, technology, and training — ensuring that every detail supports a flawless guest and employee experience.

Essential Functions

• Lead and develop the Reservations Support Team, including Reservation Support Coordinators & Booking Compliance Specialists, to deliver prompt, precise, and proactive assistance to Sales and Reservations.
• Oversee daily support workflows, including amendments, refunds, financial postings, and system escalations.
• Manage resource allocation to ensure the timely completion of tasks, service tickets, and internal inquiries.
• Collaborate with IT, Finance, and Operations to resolve system or policy issues that impact reservation performance.
• Provide leadership reporting on efficiency metrics, task closure rates, and recurring issues requiring process improvements.
• Ensure communication channels (Teams, Salesforce Chatter, NICE) are utilized consistently to maintain service flow.
• Reinforce Ritz-Carlton Gold Standards in every interaction, creating a calm and confident environment for both colleagues and guests.
• Contribute to the onboarding and continuous training of new coordinators and support specialists.
• Handle booking disputes.

Competency

Education: Minimum two-year degree or equivalent four years of leadership experience.

Skills & Experience:

• Three or more years in cruise reservations or call center operations, preferably luxury
• Proficiency in Salesforce, NICE inContact, and CruisePal/Resco
• Proven ability to lead teams, manage workflows, and analyze data with precision
• Excellent communication, time management, and problem-solving skills
• Commitment to the brand’s philosophy of anticipatory service and excellence

Work Environment:

• Onsite or hybrid in Fort Lauderdale, FL
• Full-time (40 hours/week) with rotational weekend or holiday support as needed.

The Ritz-Carlton Yacht Collection Commitment

Our culture is defined by the promise to serve with genuine care. The Reservations Support Manager ensures that every process, system, and interaction upholds the trust our guests place in us — from first call to final confirmation.

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.