Sailor Services – Inbound Voyage Planner

Virgin Voyages•Plantation, FL

10d•Hybrid

About The Position

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.

Requirements

Sales oriented, the type that asks for the sale on every interaction.
High School Diploma or equivalent
Minimum of one year of sales experience
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 and etiquette
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

Nice To Haves

Bachelor's Degree preferred.
2 years of sales experience preferred.

Responsibilities

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.
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.
Maintain expert knowledge of Virgin Voyages itineraries, ships and onboard experiences, promotions and pricing, policies and procedures, accessibility options, loyalty programs, and Sailor benefits.
Utilize internal resources including Knowledge Base, VirginVoyages.com, Workvivo, Salesforce, Seaware, and Company communications.
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.
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.