Experience Ambassador - APAC

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.

Job Summary

The Experience Ambassador serves as the primary advocate for the guest journey, delivering proactive, personalized service across every interaction, assisting our luxury travel agency partners, as well as our guests themselves.

This role requires a strong understanding of our travel products (hotel, transfers, shore excursions, and more), destinations, systems, and processes, along with the ability to anticipate guest needs and resolve requests with a high degree of independence.

The ideal candidate is resourceful, detail-oriented, and committed to consistently exceeding expectations while delivering seamless and elevated customer experience.

Essential Functions

• Serve as a front-line ambassador in a multi-channel contact centre environment, managing a blend of inbound calls, outbound guest outreach, and case-based follow-up (email and offline work) to support the full guest journey.
• Engage guests to uncover their unique travel aspirations, presenting and recommending tailored offerings including air, hotel, transfers, insurance, spa, dining, shore excursions, onboard activities, and bespoke experiences.
• Proactively manage guest and travel partner inquiries, including booking modifications, service requests, and personalised voyage planning, ensuring timely and accurate resolution across all channels.
• Conduct outbound communications to follow up on open requests, confirm arrangements, drive ancillary engagement, and enhance the overall guest experience.
• Own and manage case workflows, ensuring all guest requests are documented, tracked, and resolved efficiently through CRM systems and written communication.
• Identify opportunities to introduce value-added ancillary products and services, balancing revenue generation with a commitment to guest satisfaction and brand integrity.

This role will have revenue generation as a KPI and an incentive plan in addition to the base pay.

• Demonstrate deep expertise across destinations, ancillary offerings, and supporting systems (including Reservations and CRM platforms), enabling end-to-end service delivery with minimal supervision.
• Coordinate complex, high-touch requests across Air, Hotel, Transfers, Shore Excursions, Spa, Dining, and other operational teams to curate seamless and personalised guest experiences.
• Orchestrate connections between all components of the guest journey to ensure a cohesive, anticipatory, and uninterrupted experience.
• Maintain detailed and accurate records of guest preferences, interactions, and special requests to support personalisation and continuous service improvement.
• Investigate and resolve guest concerns with urgency, discretion, and sound judgment, ensuring outcomes align with brand standards and guest expectations.
• Deliver a consistent, luxury-level experience from initial inquiry through pre-voyage follow-up, ensuring continuity across all touchpoints.
• Communicate with clarity, professionalism, and an elevated tone that reflects The Ritz-Carlton Yacht Collection’s luxury positioning.
• Champion the Ritz-Carlton philosophy by demonstrating genuine care, respect, and professionalism in every interaction.
• Work closely with our Asia Pacific reservations team, based in Australia, as well as remotely with our teams in Malta and Fort Lauderdale (US).
• Competency
• Associate’s degree in hospitality, Business, or a related field, or equivalent professional experience
• Multiyear contact center experience preferred
• Advanced hospitality training or industry certifications are a plus

Skills & Experience

• Proven 2+ years of experience in a contact centre or service environment managing inbound calls, outbound outreach, and case-based work. Experience with Salesforce is a plus
• Exceptional communication skills (verbal and written), with the ability to build trust and rapport with a global luxury clientele
• Strong organisational and time-management skills, with the ability to manage multiple cases and priorities simultaneously
• High attention to detail and the ability to anticipate guest needs before they are expressed
• Demonstrated problem-solving skills and resourcefulness in resolving complex guest scenarios
• High emotional intelligence and the ability to remain composed and service-focused under pressure
• Experience working with CRM & Reservation systems and managing detailed guest interactions across multiple channels
• Passion for delivering elevated, personalised guest experiences with a commitment to excellence
• Prior experience in luxury hospitality, cruise, travel, or concierge services strongly preferred
• Proven ability to collaborate cross-functionally in a service-driven environment
• Fluency in English required; additional Asian languages a benefit but not a requirement
• Tech-savvy with the ability to learn new systems quickly

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.

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