Specialist, Product Development And Brand Quality

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.

The Ritz-Carlton is now taking that legendary service to sea with The Ritz-Carlton Yacht Collection and seeks an experienced Manager, Shipboard Systems and Infrastructure.  We invite you to explore The Ritz-Carlton Yacht Collection.

Job Summary

The Specialist of Product Development & Brand Quality is a corporate-based position responsible for supporting with product development work and influencing key projects within the organization. As a passionate and relentless generalist, the Specialist will pivot to support multiple strategic projects, product development and executive leadership support. Taking ownership of holding key stakeholders accountable for achieving deadlines ahead of time and at a high level of output, while ensuring that attention to detail is consistent at all times. The role will touch all elements of the guest experience from brief, design and execution ensuring that all concepts and designs are delivered in line with the strategic goals of the brand.

Essential Functions

• Assist the Senior Manager, Product Development & Brand Quality in the initiation and drive of the onboard product development process with all operational stakeholders. Will support the brand approach, strategy, idea generation, organizational buy-in, and final concepts for all new and evolving onboard guest experiences.
• Support the process of cascading all guest experience and product innovations to shipboard and operational teams to ensure brand alignment and on-brand execution.
• Support Brand Operations product documents (e.g., FAQs), including new-build and previous yacht's guest experiences, owner's supply, general arrangement plans (e.g., medical centers and staffing), and contracts.
• Collaborate with the Shipboard team to develop a meaningful program of onboard enrichment events by season.
• Analyze guest voice surveys (Medallia) and share all emerging trends as related to the guest experience. Ensures solutions are taken moving forward by all responsible areas.
• Assist in managing multi-dimensional project plans and maintaining project plan / workstreams and planning for key strategic company projects and deadlines.
• Provide multi-faceted administrative support and assistance to ensure effective optimization of schedules, ensuring productive interactions with all department leads. Handles a wide range of administrative and support tasks, initiates and implements processes to manage projects, information, and people.
• Craft intuitive reports designed to tell a meaningful story around key data points and company initiatives. Creates, initiates, and aggregates various reports. Presents results to executive level and independently recommends action items and follow up to key stakeholders.
• Leads the development of onboard communications content and assets for print and digital and develop trainings and processes in line with brand guidelines. Oversee the content proofing and printing of all menus for all onboard venues and conduct training, coaching and development of the onboard Publishing Content Specialist.
• Supports all new build and brand questions including Meetings, Charters, and Reservations.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities 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, Marketing, Business Administration or equivalent.

Experience: At least three years of experience in hospitality or marketing field.

Skills:

• Attention to detail is a core skill and passion. Strong organizational skills.
• Expert-level written and verbal communication skills in English. A great listener who recognizes the importance of learning from every interaction.
• Ability to work well under pressure in a fast-paced environment, while ensuring reliable and consistent results. Ability to find another gear when the business pace warrants.
• Ability to work cohesively as part of a team and create an optimistic culture amongst the team, while promoting a sense of curiosity to learn and grow.
• Effective planner, implementor and problem solver.
• Strong analytical and grammatical skills, proofreading and copywriting abilities
• Highly driven, adaptable, curious, optimistic, reliable and relentless.
• Outstanding organizational and follow-up skills, does not take no for an answer and knows how to achieve results based on their audience.
• Ability to prioritize multiple tasks and complete them on a timely basis. Strives to beat deadlines, not just meet them.
• Proficient in Microsoft Office suite with excellent skills in MS Excel, Word, Outlook, and PowerPoint. An expert in Project Management Software and tools such as Smartsheets.

• Proficient with Adobe Acrobat and savvy with social media platforms.

• Maintain strong and effective internal communications, including regular department meetings to ensure optimum teamwork and productivity. Prepares meeting minutes as appropriate.

Work Environment

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

Physical Demands

This position requires sitting, standing, walking, bending, reaching, flying on a passenger airline, sailing on a passenger ship. 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 full time and frequently requires working additional time outside of regular business hours.