Remote Voyage Operations Lead - Guest Experience

Windstar Cruises; Dallas (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401(k) match

Vacation & holidays

Education assistance

Employee discounts

Job summary

Windstar Cruises is seeking a Voyage Operations Specialist Lead to drive the execution of booking and voyage operations across Guest Services. You will provide day-to-day direction to Operations Agents and coordinate communications with ships and internal teams.

This full-time role offers remote work from within allowed US states, with expectations for early/late shifts and weekend coverage. Prior experience in reservations operations and knowledge of Seaware will help you succeed at Windstar.

Qualifications

• 1+ years of contact center or reservations operations experience.
• Experience overseeing teams with varied duties and skill levels.
• Intermediate to advanced proficiency in Microsoft Office (Excel, Word, Outlook, Teams).
• Experience in the travel, hospitality, or cruise industry strongly preferred.

Responsibilities

• Provide day-to-day direction and oversight for Operations Agents.
• Oversee Operations inboxes to support timely responses and ensure information provided is accurate and consistent.
• Coordinate guest and travel advisor communications related to bookings, invoices, itinerary change notifications, and irregular operations.
• Review and approve or deny early disembarkation and late embarkation requests in accordance with established policies and procedures.
• Provide backup support for the main phone queue and lead line as needed.
• Support Vacation Planning management and complete other duties as assigned.

Skills

Booking operations lifecycle

Leadership & supervision

Microsoft Office proficiency

Travel industry knowledge

Tools

Seaware

HubSpot

SharePoint

Job description

Windstar Cruises is seeking a Voyage Operations Specialist Lead to drive the execution of booking and voyage operations across Guest Services. You will provide day-to-day direction to Operations Agents and coordinate communications with ships and internal teams.

This full-time role offers remote work from within allowed US states, with expectations for early/late shifts and weekend coverage. Prior experience in reservations operations and knowledge of Seaware will help you succeed at Windstar.