Job Description
Overview
Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and three all-suite yachts carry just 148 to 310 guests and cruise around the world.
Our Mission
We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
Our Vision
Enriching people’s perspective through inspired travel
Our Values
Welcome, Innovative, Now, Discipline, Serve, Teamwork, Authentic, Responsible
Outbound Personal Vacation Planner
As an Outbound Personal Vacation Planner at Windstar Cruises, you will be an integral part of our sales organization, responsible for generating new business and maximizing sales opportunities through various outbound sales efforts. In this dynamic role, you will provide exceptional customer service to highly valued customers to build your book of business to ensure that Windstar Cruises is the perfect vacation to fit all their needs. You will remain engaged with your customers throughout the booking journey to keep them informed, as well as balance the service requests that come along with their vacation plans, to maintain a long standing relationship.
Personal Vacation Planners earn an hourly pay rate plus a monthly performance-based incentive
What our team members have to say
- I appreciate the ability to work from home that many of my coworkers are well-traveled and respond quickly by phone and email. I get to be in touch with intelligent guests and agents from all over and together we craft dream trips they’ll remember for life!"
- I really enjoy that everyone here is willing to help each other. Everyone here is beyond ordinary!"
- The support and understanding from upper management not just in our professional life, but personal life is amazing!"
Full-time positions available to work remotely in the following states
AR, AZ, CO, FL, LA, MN, TX, WI
Responsibilities
Utilizing the Windstar Sales Academy Training to effectively sell cruises, land packages, shore excursions, air, transfers, and hotels that are correlated to that vacation.
Build and maintain strong relationships with prospective and existing customers through various campaigns, including but not limited to: Request a call, request a Quote, brochure requests, campaigns, booking journey touchpoints, etc.
Coordinate with OCC Leadership Team to nurture relationships with guests who’ve completed their recent voyage with Windstar Cruises.
Demonstrate strong product knowledge of Windstar Cruises to provide appropriate advice, customer service, and recommendations that support the client to deliver a 180 from Ordinary experience, ensuring we always exceed guest expectations.
Manage and follow up on leads using Windstar Cruises CRM system, ensuring accurate follow-up and timely updates to the customers’ booking journey.
Advise Leadership of all potential escalations or emergency situations in a timely manner, being sure to include detailed history to formalize a resolution.
Meet or exceed established sales goals and performance metrics.
Meet or exceed the Call Standards when speaking with guests on every call.
Meet or exceed expectations of speaking with high valued guests through various channels used within Microsoft Office 365.
Entering accurate information into booking engine, CRM platform, and keeping client information up to date as needed.
Work closely with other areas of the Windstar Cruises organization to develop promotional strategies and campaigns to drive further revenue to the brand.
Communicate effectively with colleagues and Leadership to uphold a positive work culture within a remote working environment.
Adhere to company policy and procedures, including maintaining call standards and processing of booking.
Provide support to other teams of the Vacation Planning department as needed.
Perform other duties and responsibilities effectively assigned by Leadership.
Qualifications
1 year of sales experience, with high level service attributes, preferably working within the luxury space.
1 year of call center experience, being on the phone and interacting with customers.
Demonstrated outbound sales abilities.
Hospitality and Tourism experience preferred, included but not limited to: Cruise, Airline, Travel, Hotel Related Sales/Service.
Must be able to communicate in writing and verbally with professionalism, credibility and confidence.
The ability to present information in a positive, convincing manner.
Strong belief in personalized, effective customer service from pre-cruise to post cruise interactions.
Must demonstrate an enthusiastic and professional, positive approach to all responsibilities.
Able to handle multiple tasks simultaneously.
Being able to think outside the box on solutions for various issues that may arise to always have a "What is best for the Guest" mindset.
Willing to accept and act responsibly in compliance with policy and procedure.
Work Schedule
Personal Vacation Planners will average 40 hours per work week.
Agents must be punctual and flexible within their schedule to work as early as 9:00am EST and report at any time during the opening hours of the call center; Monday - Friday 9:00am to 8:00pm EST. Saturdays 9:00am to 6:00pm EST. All Hours are Eastern Standard Time.
Work Environment
Remote work environment.
Hard Wire Wi‑Fi required.
Must meet ergonomic standards for a home office with a private area to work with limited distractions.
Benefits
For full‑time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
EEO and Diversity
Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
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Job Tags
Hourly pay, Full time, Work at office, Remote work, Work from home, Home office, Monday to Friday, Flexible hours,