Manager, Cruise Programs- Training and Operations

About the role

Internova Travel Group is one of the largest travel services companies in the world, representing more than 100,000 travel advisors in over 6,000 company-owned and affiliated locations across the United States, Canada, the United Kingdom, and more than 80 countries. This position is based in our Alexandria, VA office and requires periodic in-office collaboration. Team members who live closer to the office will typically work onsite 1-2 days per week, while those residing farther away within the DMV (DC, Maryland, or Virginia) area may be asked to attend in-person meetings approximately 2-3 times per month.

Responsibilities

• Distinctive Voyages Host Operations
  • Assist in interviewing and onboarding new hosts.
  • Serve as a secondary point of contact for over 500 Hosts, managing assignments, engagement, and overall program experience, including coaching hosts to maintain program standards while delivering exceptional guest experiences.
  • Partner with the Sr. Manager to track, manage, and distribute host marketing plans, ensuring plans are submitted within 30 days of host assignment and shared with cruise line partners and their BDMs.
  • Serve as backup to monitor and approve host expense reports, ensuring adherence to program guidelines.
  • Assist in answering and managing emails from hosts via the @dvhosts email account.
  • Support the Sr. Manager during the mass assignment process, including monitoring requests, assigning hosts, and sending DocuSign agreements.
• Host and Advisor Training and Development
  • Develop and manage all host-related training and education materials and programs, including:
    • Host Program Awareness
    • Onboarding New Hosts
    • Preparing to Host
    • Post host assignment duties
    • How to submit an expense report via Internova’s expense report tool
    • How to search for cruises and apply to host on them
  • Partner with the Sr. Manager and Director on other related training courses as needed.
  • Conduct agency training when requested, including training for all Voyages programs.
  • Lead workshops at TLN’s EDGE Conference and other meetings as requested.
  • Partner with the Director on the identification and development of new cruise program education programs.
• Salesforce Management
  • Ensure hosts' records are accurate and up to date.
  • Accurately record host assignments and other related information in Agent Universe.
  • Review and update the Voyages pages in Agent Universe when requested.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree preferred or equivalent relevant work experience.
• 5+ years of experience within the travel industry with exposure to marketing and communications, training, and education.
• Excellent customer service, communication, and presentation skills with the ability to effectively engage diverse audiences.
• Strong professionalism and presentation skills.
• Ability to thrive in a fast-paced environment, work under pressure, and quickly adapt to changing priorities.
• Meticulous attention to detail with strong project management and time management abilities.
• Advanced proficiency in MS 365 (Excel, Outlook, Word, PowerPoint), Salesforce, and leveraging technology for streamlined program management.
• Knowledge of cruise line booking systems such as OneSource and Cruising Power preferred.
• Expertise in using e-learning software (e.g., Articulate, Camtasia), LMS platforms, and virtual training tools (e.g., Zoom, Microsoft Teams).
• Excellent comprehensive curriculum development skills with a proven track record.
• Proactive, self-driven, and capable of working independently while excelling in a collaborative team setting.
• Willingness to travel as needed.

Benefits

• Choice of two medical plans and two dental plans, vision insurance.
• Flexible spending accounts (FSAs).
• Company-paid life insurance and AD&D, optional additional life insurance and AD&D.
• Disability insurance.
• Paid parental leave and paid time off.
• 401k Plan with company match.
• Discounted employee travel options.
• Access to LinkedIn Learning webinars and courses.
• Discounted pet insurance and auto, home, & renters insurance.

Pay

The salary range on this job posting has been developed to give applicants a wide range to comply with pay transparency laws in all states and geographical areas. Many factors, such as years of experience, geographical location, and budget, are considered when determining the starting rate of pay. The salary range posted represents the pay range for U.S. candidates. If the role is available for international candidate consideration, the salary range will be based on the local market for the country where the candidate would be working. This role may be eligible for an incentive, commission, bonus, or a discretionary bonus program based on the company’s financial goal achievement and individual performance.