Manager, MICE Operations

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.

JOB SUMMARY

The MICE Operations Manager is responsible for supporting the needs of the MICE Sales Team in the planning and delivery of successful onboard yacht programs and events. This lady or gentleman will handle administrative functions for the MICE Team which will include a focus on managing all the client's logistics and operations requests. The successful candidate will be highly motivated with strong cross-functional communication and relationship building skills, superior organizational skills, above par attention to detail and will be highly proactive.

Also supports our Trade Sales and FIT business by assisting our Strategic Accounts Manager(s) on the development of our Strategic Account portfolio and the structured optimization and utilization of the Marriott Global Sales Organization (GSO) resource. The successful candidate will be highly motivated with strong cross-functional communication and relationship building skills, superior organizational skills, above par attention to detail and will be highly proactive.

MICE OPERATIONS MANAGEMENT

• Coordinate, arrange and confirm all group logistics/requirements pre- arrival, during the voyage, and post-departure (i.e., food/beverage, receptions, special events, shore excursions, turn-downs & gifts, ground transportation, hotel, etc.)
• Travel aboard vessel with charter clients to manage all operational tasks as needed.
• Collect & input all trip details for charter, meetings, and incentive groups, and continually monitor and update as changes are made.
• Ensure initial, in-progress and final memos are sent to client and yacht with all necessary group details.
• Support the production and maintenance of reports, documentation, client feedback and financial reconciliations.
• Monitor the invoicing and payments following the agreed terms of contract for all charters & groups.
• Collaborate with Hotel Operations department on requests to accommodate group needs.
• Maintain charter/group records and preferences in the events system.
• Create Banquet Event Order for all MICE / Charter events.
• Responsible for ensuring process between MICE and product delivery is seamless and owned by shipboard team.

MICE CLIENT MANAGEMENT

• Support the development and execution of the MICE strategy and client database while incorporating brand strategy and GSO resources.
• Support the MICE Management Team to drive towards meeting and surpassing the annual department targets by fielding all client inquiries and preparing proposals in a timely manner.
• Partner with the Sr. Director, MICE to manage all client inquiries and develop account tracker to regularly follow up on all proposals.
• Identify, develop, and maintain relationships with incentive houses, third parties, brokers & corporate directs.

SALES MANAGEMENT

• Consistently foster and maintain collaborative and proactive communication with GSO and MILUX peers that drive business and further establish ongoing commitment with corporate objectives.
• Maintain a professional budget using critical thinking and ROI.
• When necessary, assist and directly support by providing exceptional client service to travel partners upon request.
• Participate in department training, industry networking events and client meetings as needed.
• Exercise of discretion and independent judgment with respect to all aspect of job functions

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: Associate or bachelor's degree in Business Administration, Marketing, or related field of study; or any equivalent combination of relevant background and/or sales experience.

Experience: Minimum 3-year travel industry preferred or 4 years in a commercial, revenue generating environment with a client facing sales or marketing focus. 3 or more years of Sales or Operations experience. Previous experience with luxury cruise lines planning or operational preferred.

Travel Requirements: Proper documentation to travel domestically & internationally (i.e., valid passport) and ability to travel on short notice as well as work non-traditional hours as needed.

Skills:

• Ability to think outside of the box using creative problem-solving skills
• Multi-tasking and meeting deadlines in a fast-paced environment.
• Strong professional verbal and written communication
• Strong customer service/people skills, including diplomacy and ability to establish 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.
• Present a corporate demeanor and presence along with being comfortable relating to top level corporate executives.
• Process oriented - strong ability to develop and refine workflow processes for maximum efficiency with high problem-solving skills.
• Wide 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.

WORK ENVIRONMENT

Office/Hybrid (virtual) based; works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Requires up to 30% domestic & international travel.

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.