Sailor Services – Inbound Voyage Planner

About the role

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.

This gig is based at VVHQ—our swanky Virgin Voyages Head Office in Plantation, FL—following a hybrid work environment. Collaboration Days are Tuesdays, Wednesdays, and Thursdays in person, with Mondays and Fridays as remote days.

Responsibilities

• Sailor Experience & Service
  • 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.
• Sales & Revenue Generation
  • 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.
• Product & Brand Expertise
  • Maintain expert knowledge of:
    • Virgin Voyages itineraries
    • Ships and onboard experiences
    • Promotions and pricing
    • Policies and procedures
    • Accessibility options
    • Loyalty programs
    • Sailor benefits
  • Utilize internal resources including:
    • Knowledge Base
    • VirginVoyages.com
    • Workvivo
    • Salesforce
    • Seaware
    • Company communications
• Operational Excellence
  • 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.
• Team Collaboration
  • 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.

Requirements

• Sales oriented, the type that asks for the sale on every interaction.
• High School Diploma or equivalent; Bachelor's Degree preferred.
• Minimum of one year of sales experience; 2 years preferred.
• 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.

Schedule

Hybrid work environment based in Plantation, FL. Collaboration Days in office: Tuesdays, Wednesdays, and Thursdays. Remote days: Mondays and Fridays.

What Matters to Us

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. We value individuals who are clever, on top of it, able to think ahead, intuitive, passionate, and someone people respect and enjoy working with because you make things happen.