Content Specialist, Shore Collection

The Ritz-Carlton Yacht Collection is an exciting extension of the Ritz-Carlton brand - redefining ultra-luxury hospitality at sea. As a “Lady or Gentleman” of The Ritz-Carlton Yacht Collection your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. 

The Gold Standards are the foundation of The Ritz-Carlton. It is our philosophy and the standards which set us apart in our industry. This philosophy has earned The Ritz Carlton an enviable reputation as a global brand leader in instilling the very highest company values and culture across the organization. The Gold Standards are at the heart of that culture and consist of the following elements:

• The Credo
• Motto
• Three Steps of Service
• Service Values
• The 6th Diamond
• The Employee Promise

THE CREDO

The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.

We pledge to provide the finest personal services and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience.

The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

THE MOTTO

Service at The Ritz-Carlton Yacht Collection is an extension of The Ritz-Carlton motto — “We are Ladies and Gentlemen serving Ladies and Gentlemen.”

This motto exemplifies the anticipatory service provided by all Ladies and Gentlemen.

The Ritz-Carlton Yacht Collection experience will be creating exceptional meaningful journeys that will redefine luxury at sea. With unparalleled hospitality that begins the second a guest reserves an experience, the Ladies and Gentlemen of the Ritz-Carlton Yacht Collection will deliver a level of service that has no equal, providing guests with gracious anticipated hospitality throughout every moment of their stay.

THREE STEPS OF SERVICE

1. A warm and sincere greeting. Use the guest’s name.
2. Anticipation and fulfillment of each guest’s needs.
3. Fond farewell. Give a warm good-bye and use the guest’s name.

OUR SERVICE VALUES

1. I build strong relationships and create Ritz-Carlton guests for life.
2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.
3. I am empowered to create unique, memorable and personal experiences for our guests.
4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique.
5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.
6. I own and immediately resolve guest problems.
7. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met.
8. I have the opportunity to continuously learn and grow.
9. I am involved in the planning of the work that affects me.
10. I am proud of my professional appearance, language and behavior.
11. I protect the privacy and security of our guests, my fellow employees and the company’s confidential information and assets.
12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

THE SIXTH DIAMOND

Mystique

Emotional Engagement

Function

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.

We invite you to explore The Ritz-Carlton Yacht Collection. The Ritz-Carlton Yacht Collection seeks an experienced Content Specialist, Shore Collection. 

Job Summary

The Content Specialist, Shore Collection will be responsible for all the published material related to the Shore Collection Department. This individual will have strong copywriting abilities in order to edit the tour descriptions provided by our local partners.

Essential Functions

• Liaise between Shore Collection and Marketing Communications to create and update Marketing descriptions and images per tour based on RCYC brand standards.
• Assist Manager, Shore Collection Development with any content related questions from direct guests, travel agents, Reservations, Marketing and/or MICE
• Work with tour operators/suppliers to identify tour inclusions and potential operational concerns.
• Review and update any tour images that were previously displayed that do not meet brand standards.
• Follow content and imagery workflow process provided by Marketing to update any incorrect information displayed online or in any marketing material.
• Identify important notes by tour for accuracy to set realistic expectations for our guests.
• Verify and continuously audit RCYC website and all Shore Collection Marketing materials for tour accuracy.
• Conduct competitive analysis, prepare reports, and create presentations for training and sales purposes.
• Assist Shore Collection Onboard team with pre-created onboard lecture presentations and collateral.
• Ensure tour content is consistent within all systems and that all CTA’s meet Shore Collection and Marketing requirements.
• Work with Senior Manager, Shore Collection and Marketing team to identify Shore Collection packages or programs that are not advertised at the browsing or MyYacht Portal levels.
• Develop and maintain positive working relationships with all departments.
• Collaborates with Shore Collection team to ensure consistency within brand standards and leverage best practices.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

Education: Bachelor’s Degree in Hospitality, Business Administration, Marketing or equivalent

Experience: Minimum 1 year of relevant shore excursion experience. Knowledge of a wide range of itineraries, ports, and tours is preferred.

Skills:

• Strong writing and grammar skills, proofreading abilities, copywriting abilities
• Strong analytical skills with extreme attention to details
• Strong communication and customer service skills
• Strongly oriented towards guest satisfaction
• Organization & multi-tasking
• Proactive hands-on attitude
• Ability to work in a fast paced, deadline-oriented environment
• Ability to maintain positive, pleasant behavior while engaging guests & tour operators
• Excellent written & verbal communication skills
• Ability to solve problematic situations in a quick, efficient manner
• Proficiency in Microsoft Office

Work Environment

Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Traveling may be required, including internationally.

Physical Demands

Requires sitting, standing, walking, bending, and reaching.  May require lifting or pushing up to 25 pounds.  Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment.

Expected Hours of Work

The position is fulltime and frequently requires working additional time outside of normal business hours.