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 Manager of port Operations/Guest Port Services will work closely with the Manager of Port Operations and the Cruise Hotel Operations team to plan and execute all port operations worldwide. The successful candidate will possess solid cross-functional operations and relationship-building skills, superior organizational skills, attention to detail, and a proactive attitude.

Essential Functions

Guest Port Services:

• Manages the relationship with the ground handlers and port agencies.
• Monitors performance of each turnaround using the reports of the shipboard leadership, guest voice data, feedback from the ground handler, and other continuous improvement tools.
• Maintains constant rapport with ground handlers and shipboard leadership on turnaround operations and challenges.
• Produces detailed operational plans for turnaround ports including departure procedures, boarding procedures, general port information, and immigration & customs clearance.
• Develops and administers special turnaround programs, including but not limited to luggage courier service, guest transfer program.
• Ensures ground handlers provide relevant terminal staffing plans and ensures each operation is adequately staffed.
• Complete understanding of Guest Port Services and Port Operations.

Port Operations:

• Issues RFPs for Port Services and Port Cost, evaluates the RFP and appoints Port Agents as appropriate.
• Engages with port partners to develop and maintain port and cruise terminal assessments. 
• Maintains relationships with luggage forwarding vendors, communicating with both the vessel and vendors any updates to the program.  Ensures all guest communication is in line with brand standards.
• Conducts onboarding process for new Port Agents and Ground Handlers.
• Manages the relationship with Port Agents and Ground Handlers worldwide. Maintains agency database and list of operators.
• Ensures Port Agents, Port Authorities, and Suppliers are invoicing according to timelines established and that subsequent payments are issued according to established timelines. Maintains relationships with suppliers and their respective invoicing departments and addresses any issues.
• Produces and communicates the prepayments for Port Cost and Port Services to the Accounts Payable team for Port Authorities, Port Agents, and Suppliers.

Financial Planning:

• Will serve as internal customer support, collecting business needs and providing analytics and intelligence accordingly to business owners across various departments.
• Will identify new business opportunities or potential risks based on data analysis on subject matters of various operations departments.

Competency

Education:

• Bachelor's degree in Environmental Management, Maritime Management or related field; foreign equivalent, or equivalent combination of education & experience

Skills & Experience:

• 3+ years of experience in Guest Port Services or Port Operations. Previous experience with port services planning or operations preferred.
• Experience working onboard a cruise ship is a plus
• Ability to think outside of the box using creative problem-solving skills
• Multi-tasking and meeting deadlines in a fast-paced environment
• Knowledge of and ability to develop and comprehend operating budgets and forecasts of varying complexity
• Strong customer service orientation
• Strong communication skills. Fluent English
• Ability to respond to common inquiries and concerns from guests, regulatory agencies, and business community members
• Superior people skills, including diplomacy and establishing winning relationships with employees, colleagues, and clients
• Strong attention to detail and organizational skills
• Ability to handle and maintain the confidentiality of sensitive information
• Ability to work under minimal supervision, exercising independent judgment, discretion, and initiative
• Process-oriented – strong ability to develop and refine workflow processes for maximum efficiency with high problem-solving skills
• Comprehensive knowledge in worldwide destinations (experience and knowledge of cities with ports is a plus)
• Competence in Microsoft Office Suite application and reservation systems; knowledge/experience with program planning applications a plus
• Strong MS Excel skills required: charts/graphs, pivot tables, advanced formula creation, and data manipulation
• Strong knowledge in Port Operations and Itinerary Management software (e.g., MXP, Fidelio, IBS)

Expected Hours of Work:

• The position is full-time and frequently requires working additional time outside of regular business hours.
• Travel as needed.

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.