Remote Voyage Ops Lead: Booking & Systems

XANTERRA TRAVEL COLLECTION; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental & Vision

401(k) with Company Match

Education Assistance

Employee Discounts & Travel Deals

Job summary

Windstar Cruises seeks a Voyage Operations Specialist Lead to guide booking and voyage operations with Operations Agents. You will ensure accurate processing, effective communication to ships, and resolution of bookings and irregular operations.

This full-time, remote role supports a high-touch guest experience and requires collaboration with IT and Reservations management to optimize systems and workflows.

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 travel, hospitality, or cruise industry preferred.

Responsibilities

• Provide day-to-day direction for Operations Agents and oversee inboxes.
• Coordinate guest communications related to bookings, invoices, itineraries, and irregular operations.
• Review and approve early/late embarkation requests per policy.
• Support main phone queue and Vacation Planning management as needed.
• Create, review and maintain SOPs and operational docs.
• Maintain SharePoint resources and booking data accuracy.
• Prepare ad hoc booking quality reports and identify workflow improvements.
• Train users on D-Flo, HubSpot and related systems.

Skills

Contact center experience

Team leadership

Microsoft Office proficiency

Reservations systems

Windstar product knowledge

Seaware knowledge

D-Flo familiarity

HubSpot familiarity

SharePoint

Tools

Seaware

D-Flo

HubSpot

SharePoint

Job description

Windstar Cruises seeks a Voyage Operations Specialist Lead to guide booking and voyage operations with Operations Agents. You will ensure accurate processing, effective communication to ships, and resolution of bookings and irregular operations.

This full-time, remote role supports a high-touch guest experience and requires collaboration with IT and Reservations management to optimize systems and workflows.