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

As the Sr. Director, IT, Reservations at the Ritz-Carlton Yacht Collection, you will play a pivotal role in shaping the technological landscape of our ultra-luxury hospitality at sea. In this leadership position, you will be responsible for leading and overseeing the efficient functioning and continuous improvement of our reservation systems. You will work closely with various teams to ensure seamless operations, optimal resource utilization, and exceptional customer service. Your primary responsibility will include managing a team of experts in the reservation system, ensuring that business needs are met, enhancing the system's capabilities, providing operational support to business functions, and enhancing customer satisfaction. Strong subject matter expertise and hands-on experience in the reservation system are fundamental for success in this role.

Essential Functions

• Lead and manage all functions for the reservation systems (Development and Operations) focused on both strategic and operational business needs and initiatives within the Ritz-Carlton Yacht Collection.
• Co-develop and implement strategies to enhance RCYC’s reservation system capabilities and drive business growth.
• Oversee the selection, development, deployment, monitoring, maintenance, and enhancement of the company’s reservation system.
• Manage the day-to-day operations of reservation systems, ensuring their smooth functioning, user management, access controls, and system configurations.
• Conduct regular maintenance activities, such as updates and patches, to ensure system stability and security.
• Establish service level agreements and monitor progress toward key service delivery performance indicators (KPI’s) or metrics.
• Identify opportunities to streamline reservation processes and enhance system efficiency.
• Implement best practices to improve workflow, reduce errors, and increase productivity.
• Regularly review and update reservation procedures to align with industry standards and organizational goals.
• Serve as a point of contact for resolving complex system-related inquiries or issues.
• Provide technical support and assistance to users, resolving system-related inquiries, issues, and escalations in a timely and efficient manner.
• Collect, measure, report, and communicate progress with Ritz Carlton Yacht Collection’s Executive Leadership Team, as well as stakeholders in other areas of the business as necessary.
• Collaborate with customer service teams to implement strategies for enhancing the reservation experience.
• Provide leadership, motivation, coaching, professional development, and day-to-day support to foster an engaged work environment with a focus on excellent customer service.
• Stay abreast of industry trends and best practices to drive innovation and continuous improvement.

Skills and Experience

• Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field
• Proven experience (10 years) in managing reservation systems, preferably in hospitality, travel, or related industries.
• Strong technical proficiency in reservation software and systems.
• Background in the Cruise Industry is strongly preferred, however, equivalent travel industry (Hotel, Airline) or the Marine Industry (Military, Merchant Marine, etc.) will be considered
• Proven track record of successfully leading technical teams and implementing large-scale technology initiatives
• Excellent analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions
• Ability to analyze complex issues, prioritize tasks, and implement effective solutions
• Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams and external partners
• Demonstrated leadership abilities and the capacity to manage projects from conception to completion
• Detail-oriented mindset with a commitment to accuracy and quality
• Flexibility to adapt to changing priorities and work under pressure in a fast-paced environment
• Experience with ITIL and processes such as incident, request, change, configuration, and problem
• A firm level of proficiency and technical understanding of applications and systems lifecycle is necessary to fulfill the position responsibilities
• Understanding of change management, process improvement, and organizational analysis

Work Environment

• Full-time, hybrid, working in a typical office environment
• Approximately 10% travel, including working internationally and working aboard our cruise ships
• Ability to travel internationally is a must, requiring a valid passport and work authorization for the United States.

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.