Operations Agent

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 four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary. We enrich people's perspective through inspired travel.

Our Mission: Enriching Lives Through Travel

Our Values: Guest Obsessed, Open and Inviting, Fun-Loving and Focused, Light-Hearted and Genuine, Casual Yet Polished, Safe and Responsible.

Job Summary:

Operations Agent is responsible for effective coordination of all booking aspects after creation. This can include manifesting, reservation accounting processes, irregular operations tasks, and other operational tasks as seen below.

Full-time position available to work remotely as long as you live in one of these states:

AR, AZ, FL, LA, MN, TX, and WI.

Responsibilities

• Operational Tasks: Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages.
• Irregular Operations: Act as contact agent for TA/Guests to coordinate irregular operations.
• Manifesting: Assist with basic manifesting functions as assigned by the Documents & Manifests lead.
• Reservations Accounting: Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances.
• Guest Support: Assist with overflow service calls during peak times in the Call Center as required.
• Booking Processes: Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs.
• Team Leadership: Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members.
• Other Duties as assigned by management.

Qualifications

• Excellent written and verbal communication skills.
• Ability to work collaboratively across departments and adapt to changing priorities.
• Strong organizational skills and ability to manage multiple tasks simultaneously.
• Self-starter with excellent task management skills
• Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).
• Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, CRM, automated workflows, data analysis tools) is a plus.
• Cruise or tour operations / reservations experience preferred.

Work Environment: This position works remotely. The work environment is home-office based, requiring reliable internet connectivity and the ability to participate in video meetings and collaborative digital workflows. This role requires the ability to work a varied schedule based on business needs, including early and late shifts and occasional weekends.

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:

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.