Sailor Services – Inbound Voyage Planner

Virgin Voyages; Plantation (FL); Hybrid; USD 42,000 - 66,000; Full time

Job summary

Virgin Voyages is seeking a Voyage Planner to be the frontline for Sailor inquiries in a hybrid role based at VVHQ in Plantation, FL. You will deliver personalized service, guide new bookings, and drive sales while building rapport with Sailors and protecting data accuracy.

The ideal candidate has 1+ year of sales and strong communication skills, with the ability to multitask in a fast-paced travel environment across reservations systems and CRM tools.

Qualifications

• Minimum of 1 year of sales experience; 2 years preferred.
• Proven track record in customer service and upsell opportunities.
• Strong written and verbal communication; ability to multi-task.

Responsibilities

• Serve as primary contact for inbound Sailor inquiries.
• Offer personalized service, guide bookings, and present offers.
• Document interactions and maintain data accuracy.

Skills

Sales experience

Customer service

Communication skills

Multi-tasking

Education

High School Diploma

Bachelor's Degree preferred

Tools

CRM systems

In-house reservation systems

Job description

The Gig: The Sailor Service - Voyage Planner is a key inbound role within our Sailor Services crew. Serving as the primary point of contact for incoming calls, the Voyage Planner provides exceptional service and booking assistance to new Sailors, returning Sailors, and First Mates. This role focuses on building rapport, resolving inquiries, and guiding callers through a seamless voyage planning process to drive satisfaction and support sales goals in an inbound call center environment. This role combines world-class hospitality with consultative sales. Whether assisting with a new booking, servicing an existing reservation, or answering questions, Voyage Planners create personalized experiences that reflect the Virgin way. This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

What You'll Be Up To:

Sailor Experience & Service

• Serve as the primary point of contact for inbound Sailor inquiries.
• Deliver personalized, engaging, and memorable service on every interaction.
• Build trust through active listening, empathy, and solution-based conversations.
• Resolve inquiries accurately while creating positive emotional connections.
• Represent the Virgin Voyages brand with professionalism, enthusiasm, and authenticity.

Sales & Revenue Generation

• Identify travel needs through effective discovery questions.
• Match Sailors with the most appropriate itineraries, cabins, and voyage experiences.
• Confidently present pricing, promotions, and available offers.
• Create urgency by educating Sailors on pricing changes, inventory availability, and promotional deadlines.
• Recommend cabin upgrades, Voyage Protection, Shore Things, Bar Tab, Splash of Romance, and other onboard enhancements.
• Maximize every interaction by identifying booking opportunities, future voyages, and additional revenue opportunities.

Product & Brand Expertise

Maintain expert knowledge of:

• Virgin Voyages itineraries
• Ships and onboard experiences
• Promotions and pricing
• Policies and procedures
• Accessibility options
• Loyalty programs
• Sailor benefits

Operational Excellence

• Accurately document all Sailor interactions.
• Follow all verification and compliance procedures.
• Maintain data accuracy while protecting Sailor information.
• Adhere to quality assurance standards and company policies.
• Manage call flow efficiently while maintaining a personalized experience.

Team Collaboration

• Participate in team meetings, huddles, coaching sessions, and required training.
• Share knowledge and best practices with fellow Voyage Planners.
• Adapt quickly to changing business needs and product updates.
• Support department initiatives and perform additional duties as assigned.

Superpowers Required:

• Sales oriented, the type that asks for the sale on every interaction.
• High School Diploma or equivalent; Bachelor's Degree preferred.
• Minimum of one year of sales experience, 2 years of sales experience preferred.
• Proven record of excellent customer service, sales, and retention skills.
• Must be able to multi-task.
• Strong communication skills (verbal, listening, writing) - possesses confident telephone skills andetiquette.
• Ability to use and/or learn standard software applications and in-house reservation systems.
• Accurately input and access data.
• Must be able to prioritize, organize, and follow-up in a timely manner.

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.

I'm often asked what it is that makes Virgin different. The simple answer is - our people. Sir Richard Branson

We couldn’t agree more. Our Crew are at the heart of everything we do. They bring the passion, personality, creativity, and care that make Virgin Voyages feel different from anything else at sea. We came together to build the kind of cruise company the industry had never seen before, and doing things the usual way was never really the plan. No stuffy formalities. No cookie-cutter experiences. No 'that’s just how it’s always been done.' Just bold ideas, genuine hospitality, and plenty of personality. That takes people who are curious, collaborative, and ready to make an impact. People who care deeply about what they do, bring their own perspective, and are not afraid to question the expected or shake things up when there is a better way. Most of all, it takes people who want to show up every day and be the reason someone smiles. Whether you join us Shipboard or Shoreside, you’ll be part of a Crew that looks out for one another, brings our brand to life, and believes great work can still have a little personality.

If you’re looking for predictable, we're probably not it. But if you want to be part of something bold, people-first, and genuinely different, welcome, you'll fit right in.