Personal Vacation Planner

Windstar Cruises•Phoenix, AZ

4d•Remote

About The Position

As an Outbound Personal Vacation Planner at Windstar Cruises, you will be an integral part of our sales organization, you will play a key role in driving revenue growth by proactively reaching out to potential and existing clients, identifying new sales opportunities, and converting leads into bookings. In this position, you will utilize advanced AI tools to increase your productivity, streamline daily administrative tasks, and personalize your outreach based on data-driven insights. Your commitment to exceptional customer service will be demonstrated through building and nurturing lasting client relationships, guiding guests through every stage of their booking journey, and ensuring a seamless and memorable vacation planning experience. Additionally, you will collaborate closely with cross-functional teams and leverage AI-powered resources to stay informed about the latest products, promotions, and guest preferences, enabling you to deliver tailored recommendations and exceed customer expectations.

Requirements

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.
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.
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.
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.

Nice To Haves

Hospitality and Tourism experience preferred, included but not limited to: Cruise, Airline, Travel, Hotel Related Sales/Service

Responsibilities

Utilizing the Windstar Sales Academy Training alongside AI-driven coaching and call insights to effectively sell cruises, land packages, shore excursions, airfare, transfers, and hotels that are correlated to that vacation.
Build and maintain strong relationships with prospective and existing customers through outbound campaigns (request a call, request a quote, brochure requests, booking journey touchpoints), using AI to prioritize leads, personalize outreach, and suggest next best actions.
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 while using AI-assisted knowledge tools to quickly access itineraries, policies, promotions, and talking points to ensure consistent and positive guest experience.
Manage and follow up on leads within the Windstar Cruises CRM system, accurately logging activities, tasks, reminders, follow-ups, and leveraging AI to support planners in focusing on their guests.
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, using AI dashboards and performance insights to self-manage productivity, conversion trends, and opportunities.
Meet or exceed call standards on every guest interaction while adhering to AI real-time coaching, or even post call feedback, quality insights, and coaching recommendations for continuous improvement.
Engage with high-value guests across multiple channels within Microsoft Office 365, enhanced by AI email drafting, follow-up suggestions, and tone optimization to ensure professionalism and personalization.
Entering accurate information into booking engine, CRM platform, and to keep client information up to date as needed.
Adapt to evolving technologies, system enhancements, digital workflows, and AI‑supported features that streamline outbound sales effectiveness.
Multitask efficiently across multiple software systems while maintaining high quality guest experience.
Collaborate with other departments of Windstar Cruises to develop and support promotional strategies and campaigns to drive further revenue to the brand.
Communicating effectively with colleagues and Leadership to uphold a positive work culture within a remote working environment.
Adherent to company policy and procedures, including maintaining call standards and processing of booking
Provide support to other teams of the Vacation Planning department or Leadership as needed.