The Ritz-Carlton Yacht Collection
Specialist, Shore Excursion Quality Assurance
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.
The Shore Excursions Quality Assurance Specialist plays a key role in delivering exceptional guest experiences by ensuring the smooth execution of tour programs across all ports. Responsibilities include coordinating tour logistics, supporting onboard teams, and serving as a liaison between shoreside and shipboard operations. The role also involves training and auditing tour operators to ensure compliance with service standards, conducting site inspections, maintaining operational systems, and compiling reports on participation and performance. By driving consistency and quality, this position contributes directly to the success of the Shore Excursions program.
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 IT software 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 Business, Geography, Hospitality Management, or equivalent
Skills & Experience:
- Minimum of 2–3 years of relevant experience in shore excursions, travel, and hospitality
- Strong communication and customer service skills
- Superior organization & multi-tasking
- Ability to maintain positive, pleasant behavior while engaging with tour operators & colleagues
- Excellent written & verbal communication skills
- Ability to solve problematic situations in a quick, efficient manner
- Ability to travel globally, 25 percent of the time, as needed
- Ability to supervise, mentor, critique, and coach managers and vendors
- Must be tech-savvy, with the ability to learn new systems quickly
- Proficient in Microsoft Office, with advanced knowledge of Excel
Work Environment
- The position is full-time, hybrid, and frequently requires working additional time outside of normal business 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.
