Guest Experience Manager

About the role

The Guest Experience Manager leads the Guest Services and Destination Experience teams aboard the Ritz‑Carlton Yacht Collection, ensuring every guest receives the brand’s Gold Standard of luxury hospitality throughout their voyage. Reporting to senior onboard leadership, the role combines operational oversight with a focus on personalized service from embarkation to disembarkation.

Key responsibilities

• Direct daily operations of Guest Services and Destination Experience teams, guaranteeing seamless, personalized guest interactions.
• Recruit, train, coach, and develop team members to uphold Ritz‑Carlton standards.
• Collaborate with onboard departments and shoreside partners to coordinate guest journeys, excursions, and local experiences.
• Monitor performance metrics, identify service gaps, and implement continuous improvement initiatives.
• Maintain up‑to‑date destination knowledge and ensure accurate, tailored recommendations for guests.

Required profile

• Proven leadership experience in luxury hospitality or high‑end service environments.
• Strong interpersonal skills with a commitment to delivering exceptional guest experiences.
• Ability to work collaboratively with cross‑functional teams and external partners.
• Excellent communication, problem‑solving, and decision‑making abilities.

Required skills

• Leadership and team management.
• Guest service excellence.
• Operational planning and execution.
• Destination knowledge and recommendation expertise.