• Operations Agent

    Job Locations US-WA-SEATTLE
    Posted Date 2 months ago(4/22/2019 5:47 PM)
    Requisition ID
  • 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.


    The Operations Agent is responsible, in partnership with the Operations team, for facilitating the effective operations in Guest Services of the cruise booking processing and voyage operations. This position processes the Booking Quality control audits, edits, adjustment, Manifesting, Open balance collections, Cabin moves, Time Parameter tables, Emergency operations sailing moves, charter and group moves, Pier relocation notifications, VISA letter notifications, KBYG notifications, ICN’s, Group manifest booking edit support. This position is a backup to Documentation for Opening voyages, processing/clearing reject bookings and paper docs processing support. The Operations Agent is involved in call-out to TA/Guests based on operational needs as directed by the Supervisor of Operations.



    Essential Duties & Responsibilities:

    • Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality, Work with the staff to coach and improve team performance to meet company KPI’s and processing volumes of bookings.
    • Responsible for assigned operational tasks by Supervisor and Lead staff, for voyages, assuring they are processed on schedule with the ships.
    • Effective coordination of all booking aspects, post create, to facilitate accurate and smooth booking and voyage processing, communications with ships, accounting, operational support systems, documentation, invoicing, notifications, and overall booking quality.
    • Act as contact agent for TA/Guests to coordinate voyage moves, itinerary changes, port changes, pier changes, handling Outbound and Inbound calls, emails, SMARTSHEET interactions to effectively align bookings with voyages. Provide Guest Services Management support and other duties as assigned.
    • Prepare, run and distribute manifesting.
    • Reconcile invoices and other voyage billings, applying accounting codes and routing for approvals as assigned by lead Accounting Operations.
    • Perform sales and service backup to Reservations in peak calls time, as directed through the ACD queue process.
    • Other duties as assigned by management.




    • Cruise or tour operations / reservations experience preferred.
    • Preferred experience managing processes with timelines.
    • Proficiency with Reservations and Operations systems (Seaware and CRS preferred)
    • Capability to organize and manage multiple tasks simultaneously.
    • Self-starter with excellent task management skills
    • An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).


     Work Environment & Physical Demands


    Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to work varied schedule based on business needs, including early and late shifts and weekends as needed.

    General office environment. Moderate noise.


    Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


    Regularly required to sit and occasionally required to stand. Occasionally required to lift and/or move up to 25 pounds. Specific vision abilities required by this job includes close vision. Some stress may occur, especially during closing periods.


    This position is located in the Seattle office.


    Windstar Cruises is an Equal Opportunity Employer


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