Director of Sales Capability & Training

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 & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are 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 

The Director of Sales Capability and Trainingis responsible for building and sustaining a high-performance sales organization across the Reservations and Contact Center teams. This role owns the strategy, capability-building, coaching frameworks, and performance interventionsrequired to strengthen sales effectiveness, accelerate revenue growth, and consistently deliver an exceptional luxury guest experience.  

Working in close partnership with Sales Leadership, the Director establishes and embeds a luxury sales methodology centered on value creation—equipping sales professionals to understand guest needs, articulate the distinctive value of The Ritz-Carlton Yacht Collection experience, confidently overcome objections, and convert interest into revenue. This is not solely a training delivery role.  

The Director is accountable for translating learning and development into measurable sales performance and for building the systems, leadership capability, coaching disciplines, and culturerequired tomaintain a high-performing sales team. Success will be measured through both capability development and commercial outcomes, with aportion of variable compensation tied to agreed team performance measures. The Director leads a team of Training Managers, Specialists and Instructional Designers and partners closely with Sales leaders to ensure sales professionals have the knowledge, skills, confidence, and performance mindset to deliver results while embodying our values of Candor, Care, Curiosity, and Connection. 

Essential Functions 

• Develop and execute a comprehensive, multi-year sales capabilityand trainingstrategy aligned with revenueobjectives, business priorities, company values, and competitive positioning in the luxury travel market 

• Establish and embed a distinctive luxury salesmethodology centered on value creation, consultative selling, emotional connection, and a deep understanding of guest needs, ensuring sales professionals can confidently communicate the value of The Ritz-Carlton Yacht Collection experience 

• Build andmaintain the capability, coaching disciplines, performance standards, and leadership routinesrequired to create a consistently high-performing sales organization 

• Share accountability with Sales Leadership for team performance, using sales results and performance data toidentify capability gaps and implement targeted coaching, training, and performance interventions 

• Establish clear KPIs and measures of success that connect capability-building directly to commercial outcomes, including booking conversion, revenue generation, average booking value, sales productivity, time-to-productivity, quality measures, guest satisfaction, employee retention, and other agreed team performance indicators 

• Partner with Sales Leadership, Operations, Quality, Human Resources, Marketing, and other stakeholders to identify capability needs, performance gaps, and opportunities for competitive differentiation 

• Design and oversee comprehensive onboarding programs that reduce time-to-productivity and accelerate new hire contribution 

• Create andmaintain advanced luxury sales curricula including value creation, consultative selling, needs discovery, objection handling, closing, upselling, guest psychology, and relationship-buildingappropriate to ultra-luxury travel 

• Develop product knowledge training ensuring sales teams understand our yacht collection, itineraries, guest amenities, and unique value proposition and can translate that knowledge into compelling guest conversations 

• Design competency-based, role-specific development for Reservations Agents, Sales Specialists, Team Leads, and Sales leaders 

• Develop the coaching capability of Sales leaders and Team Leads so that sales development is reinforced through consistent, effective day-to-day coaching rather than dependent solely upon formal training interventions 

• Incorporate behavioral coaching and emotional intelligence development aligned with our connection-driven culture 

• Evaluate and integrate emerging instructional design methodologies including blended learning, microlearning, experiential learning, and peer coaching approaches 

• Support the recruitment, development, and mentoring of a high-performing Sales Capability team 

• Establish a culture of continuous learning, accountability, and excellence within the Sales function, modeling our values of Candor, Care, Curiosity, and Connection 

• Lead andfacilitate high-impact development sessions whenappropriate, ensuring content is engaging, relevant, and aligned with adult learning principles 

• Serve as primary facilitator for key programs and conduct train-the-trainer sessions to scale program delivery and consistency 

• Analyze individual and team sales performance toidentify trends, capability gaps, and opportunities for improvement; translate insights into targeted development plans and measurable performance interventions 

• Implement rigorous evaluation frameworks to assess learning impact, behavior change, and business outcomes 

• Collect, analyze, and present data on sales capability, employee engagement, and commercial outcomes to leadership 

• Conduct post-development assessments and skill validation;identify areas for reinforcement, coaching, oradditional intervention 

• Conduct annual capability audits and program reviews; implement improvements based on performance data, feedback, and market best practices 

• Develop realistic budgets anddemonstrate ROI of sales capability investments 

• Collaborate with Human Resources on leadership, culture, brand, and enterprise development programs 

• Work with Marketing and Communications to ensure brand consistency and alignment in all sales capability materials 

Other Duties 

Pleasenote this job description is not designed to cover orcontain a comprehensive listing of activities, duties or responsibilities that arerequired of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. 

Competency 

Education: 

Bachelor's degree in Human Resources, Organizational Development, Business Administration, Adult Education, or related field (or equivalent professional experience). Master's degree preferred. 

Experience: 

• 10+ years of professional experience with at least 5+ years in a sales capability, sales training, sales enablement, or related leadership role managing a team 

• Proventrack record designing and implementing sales capability strategies in a high-volume contact center or direct sales environment 

• Demonstrated experience building sales capability within a luxury, premium, hospitality, travel, or other high-value consultative sales environment (required) 

• Proven experience developing and embedding sales methodologies focused on value creation, consultative selling, relationship building, and conversion rather than transactional or price-led selling 

• Demonstratedtrack record of improving measurable sales performance through capability development, coaching, leadership routines, and targeted performance interventions 

• Experience working in a role where success was measured against commercial KPIs and team sales performance, not solely training activity or learning outcomes 

• Demonstratedexpertise in curriculum development, instructional design principles, adult learning methodologies, and sales coaching 

• Proficiency in learning management systems (LMS), training technology platforms, and training analytics tools 

• Experience with data analysis and ability to connect capability interventions to quantitative and qualitative business outcomes 

• Prior experience with Ritz-Carlton, Marriott, or similar luxury hospitality brands strongly preferred 

• Background in cruise line sales, luxury travel, or other high-touch luxury sales environments preferred 

• Experience designing and delivering leadership development and coaching programs preferred 

• Strong knowledge of consultative and value-based sales methodologies; familiarity with methodologies such as SPIN Selling, Consultative Selling, or Solution Selling preferred 

• Certification in training and development (CPTD, CTT, ATAP) preferred 

Skills: 

• Commercially minded sales capability leader who understands that the ultimate measure of effective development is improved individual and team performance 

• Strategic thinker who aligns sales capability strategy with businessobjectives and thinks systemically about talent pipelines, leadership capability, and sustained performance 

• Strong understanding of luxury sales and value creation, with the ability to translate an exceptional brand and guest proposition into compelling sales conversations 

• Exceptional leadership and team development abilities; skilled at recruiting, mentoring, coaching, and developing high-performing teams 

• Able to diagnose sales performance challenges and distinguish between knowledge, skill, process, leadership, motivation, and accountability gaps beforedetermining theappropriate intervention 

• Analytical mindset with the ability to interpret sales and learning data, measure effectiveness, and drive continuous improvement 

• Strong emotional intelligence;demonstrates self-awareness, reads and responds to others' emotions, and builds trust and credibility 

• Outstanding facilitation and presentation skills with the ability to engage, inspire, and motivate diverse audiences 

• Excellent written and verbal communication skills with the ability to translate complex concepts into clear, engaging, actionable content 

• Detailed, hands-on operator with the ability to thrive in a fast-growth, entrepreneurial environment 

• Strong project management skills and ability to manage multiple initiatives with competing priorities and deadlines 

• Strong change management capabilities; helps teams adapt to new processes, systems, strategies, and performance expectations 

• Comfortable being held accountable for agreed team performance outcomes andoperating as a strategic partner to Sales Leadership in building a high-performance sales culture 

• Highest level of integrity and dependability witha strong sense of urgency and results orientation 

• Balances Care and Connection with Candor and accountability, creating an environment in which sales professionals are supported to develop while being clear about performance expectations 

• Embodies our core values: Candor (communicates honestly and directly), Care (invests in people's development), Curiosity (seeks continuous learning), and Connection (builds authentic relationships) 

Work Environment 

Primarily office-based rolein Fort Lauderdalewith flexibility forhybrid work. Includes occasional travel to ships, and participation in industry conferences. Works in a typical office environment with quiet-to-moderate noise generated bycomputer,printer, and light traffic. Occasional international travel may berequired. 

Physical Demands 

Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient tooperate standard office machines such as computers, presentation equipment, the telephone, and other office equipment. 

Expected Hours of Work 

The position is full-time andfrequentlyrequires workingadditional time outside of normal business hours. Regional travel is expectedless than 15% of the time. Flexibility and availability to support training delivery schedules, which may occasionally include evening or weekend sessions, isrequired. 

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.