Manager, Reservations Support - Americas

Location: Ft. Lauderdale, United States

Company

hirify.global delivers ultra-luxury yacht vacations and hospitality services at sea under The Ritz-Carlton brand.

What you will do

• Manage the day-to-day operations of the US Reservations Team and oversee inquiries, bookings, changes, cancellations, refunds, and amendments.
• Set, communicate, monitor, and report KPIs, SMART goals, schedules, revenue, bookings, productivity, and team activity.
• Coach and monitor reservations staff against call center service standards and conduct employee performance reviews.
• Handle escalated calls, lead disputes, marketing leads, Bonvoy redemptions, and overflow calls during peak periods.
• Collaborate with Quality Assurance, Training, Reservations leadership, Human Resources, and other departments to develop the team and implement performance action plans.
• Use InContact telephone software and the reservations system to support daily operations.

Requirements

• Two-year college degree or three years of equivalent experience.
• Three years of supervisory experience preferred, ideally in a luxury cruise environment.
• Excellent written and verbal communication skills with professional telephone etiquette.
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.
• Experience with reporting and forecasting group status, strong organization, multitasking, and cross-department collaboration.
• Ability to learn reservation systems and apply reservation and group policies and procedures.

Culture & Benefits

• Service-focused environment built around The Ritz-Carlton Gold Standards.
• Culture emphasizing trust, honesty, respect, integrity, commitment, quality of life, and individual development.
• Inclusive equal-opportunity employment based on merit, competence, and qualifications.