Remote Operations Specialist - Bookings & Guest Support

Windstar Cruises; Miami (FL); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental & Vision

HSA & FSA

Life & Disability

Vacation & Holidays

401(k) with Company Match

Education Assistance

Employee Discounts & Travel Deals

Employee Assistance Plan

Job summary

Windstar Cruises is seeking a remote Operations Specialist in the United States to support voyage processing, bookings, and guest communications. The role requires coordinating calls, chats, and emails and ensuring bookings align with voyages.

You will mentor Ops team members, collaborate across departments to hit KPIs, and handle varied schedules including occasional weekends from a home-office setup.

Qualifications

• Excellent written and verbal communication skills.
• Ability to work collaboratively across departments and adapt to changing priorities.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Self-starter with excellent task management skills.
• Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).
• Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, CRM, automated workflows, data analysis tools) is a plus.
• Cruise or tour operations / reservations experience preferred.

Responsibilities

• Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages.
• Act as contact agent for TA/Guests to coordinate irregular operations.
• Assist with basic manifesting functions as assigned by the Documents & Manifests lead.
• Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances.
• Assist with overflow service calls during peak times in the Call Center as required.
• Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs.
• Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members.
• Other Duties as assigned by management.

Skills

Communication

Collaboration

Organization

Self-starter

MS Office

AI platforms

Cruise operations

Tools

CRM

Copilot

Microsoft Office

Job description

Windstar Cruises is seeking a remote Operations Specialist in the United States to support voyage processing, bookings, and guest communications. The role requires coordinating calls, chats, and emails and ensuring bookings align with voyages.

You will mentor Ops team members, collaborate across departments to hit KPIs, and handle varied schedules including occasional weekends from a home-office setup.