Fleet Training & Quality Manager (Shipboard)

Department: Human Resources

Employment Type: Fixed Term Contract

Reporting To: Director, Brand Talent & Culture

Description

The Fleet Training Manager will serve as a pivotal leader in delivering world-class training and development programs across The Ritz-Carlton Yacht Collection. This role will be responsible for fostering a culture of continuous learning and ensuring alignment with the company’s Gold Standards, Service Values, and brand positioning. Based primarily onboard, however may work in the corporate offices as well, the Fleet Training Manager will oversee, facilitate, and evaluate training initiatives to elevate performance and engagement among our Ladies and Gentlemen.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

Training Facilitation and Delivery

• Deliver engaging, interactive, and brand-aligned training programs for shipboard teams, including onboarding, compliance, leadership development, guest service excellence, and job-specific skills.
• Act as a brand ambassador, reinforcing The Ritz-Carlton Gold Standards and service philosophy, as well as programming in all training interactions. 
• Provide coaching and mentoring to leaders and team members to reinforce learning and development.
• Conduct Train-the-Trainer sessions with onboard facilitators for brand-aligned training, providing ongoing feedback to improve effectiveness and delivery.

Program Development and Customization

• Adapt global training content to ensure relevance and practicality for shipboard roles, incorporating specific needs and cultural nuances of our Ladies & Gentlemen.
• Collaborate with shoreside training and HR teams to ensure training initiatives are consistent with organizational goals and standards.

Assessment and Continuous Improvement

• Evaluate the effectiveness of training programs through feedback, surveys, and performance metrics, ensuring continuous improvement.
• Identify training needs through observation, feedback, and engagement with team members and leaders onboard.
• Drives brand and HR initiatives, programs, and projects though quality checks and report sharing from systems and standard operating procedures.

Operational and Compliance Support

• Ensure all training programs meet legal, regulatory, and brand compliance requirements.
• Maintain accurate records of training attendance, certification, and compliance for shipboard teams.
• Liaise and support vendor and/or contract training.

Collaboration and Relationship Building

• Partner with onboard leadership to promote a learning culture and identify opportunities for team development.
• Act as a liaison between shoreside HR and operations teams to ensure alignment of training goals with organizational priorities.

Additional Responsibilities:

Please note that this job description is not exhaustive and may evolve over time. Responsibilities, duties, and activities may change with or without prior notice.

Qualifications

• Bachelor’s degree in Human Resources, Training, Hospitality Management, or a related field preferred.
• Minimum of 5 years of experience in training, learning, and development, preferably in a luxury hospitality or cruise environment.
• Shipboard experience is highly desirable.

Skills and Competencies

• Exceptional facilitation, presentation, and coaching skills with a dynamic and engaging delivery style.
• Strong interpersonal and communication skills to build relationships across diverse teams.
• Ability to work independently and adapt quickly to changing environments.
• Proficient in Microsoft Office and Learning Management Systems (LMS).

Personal Attributes

• Embody The Ritz-Carlton Gold Standards including showcasing our motto: "We are Ladies and Gentlemen serving Ladies and Gentlemen."
• Passion for delivering extraordinary guest and employee experiences.
• Highly organized, detail-oriented, and resourceful.
• Experience and comfort working in a multi-cultural and diverse environment.

Work Environment

• This role will be primarily based onboard the yachts with extensive international travel (>50%) across the fleet as well as shoreside service in our global offices.

Physical Demands

• Requires periods of sitting, standing, walking, bending, and reaching. May involve lifting or pushing objects up to 50 pounds. Manual dexterity is essential to operate standard office machines such as computers, calculators, telephones, and other office equipment. As a seafarer, Medical Fitness certification is required.

Expected Hours of Work
The position is full-time and frequently requires working additional time outside of regular business hours. Shipboard work is seven days per week, up to 10-14 hours per day.