By Tyler Bohlman

For Member Services Advisor Eric S., the questions he gets day-to-day may vary, but the way he goes about answering them remains the same.

“I’m here to figure out how to make a connection with the Members that call in,” Eric says. “It’s more than just the question they’re asking. What I am is a problem solver.”

It’s a job he enjoys and has fun with. Piecing together a Member’s preferences to create a finished vacation is the best part.

Making this connection is only the start when it comes to the personalized service Eric provides. And while he is one of many Member Services Advisors, the level of care and concern Eric has for his callers exemplifies the level of service Members can expect from The Ritz-Carlton Club^®.

Eric tries to find a way to connect on every call that comes his way. Even if it’s someone calling to book their annual retreat to their Home Club, Eric realizes that it’s more than that. It’s about building relationships while finding unique solutions to their questions. It also opens a window for future conversations.

What kinds of questions does he field?

Booking last-minute fun: “There’s a lot of people who call today for something for next month ... that can become very challenging,” Eric says. “But chasing those challenges is a lot of fun.”

Members who book last minute often are more open to vacation opportunities in new places — which only adds to the adventure.

But planning ahead, too: Talking with Members who are taking advantage of their full booking window provides the best opportunity for booking their ideal vacation.

Eric emphasizes that using reservation booking windows is key. Members can book 15 months in advance — 9 months in advance if they want to stay at a Sister Club. And while nothing is guaranteed, it’s the best strategy for those who can plan ahead.

Eric enjoys working with Members and keeps track of requests in the future as part of Member satisfaction.

Taking full advantage of your Membership: Part of discovering a Member’s next vacation is to remind them of all the benefits of their Membership.

Not only can they stay at their Home Club or at one of their The Ritz-Carlton Club Sister Club destinations, if they are enrolled in The Lion & Crown Exchange Program, they have the ability to exchange for Club Points and use them to book vacations at one of more than 90 premium resorts and City Collection properties in Abound by Marriott Vacations^™.*

They can also ask their advisor about how to use their Membership for a stay in a luxury home in more than 100 different countries through THIRDHOME.

“It’s a way of letting them know that I’m here to help them get the most out of the week,” he says.

To Eric, every conversation is an opportunity for one of several things: to connect with the Member; to ask a question of that Member to help a different Member later; to learn something new; or to take bits and pieces of information and put them together to create the perfect solution.

But whatever you do, don’t call it a puzzle.

“I absolutely hate puzzles,” he says with a laugh.