Charter & Incentive Sales Operations Specialist

Windstar Cruises - Miami, FL

Full-time - Mid Level

Miami, FL

About the position

Windstar Cruises, awarded the World's Best Small Ship Cruise line, is seeking a Charter and Incentive Sales Operations Specialist to oversee the planning and implementation of the Charter & Incentive sales programs aimed at achieving sales and revenue goals. This role is crucial in analyzing and implementing strategies to increase sales penetration into potential markets while administering incentive cruises and charters. The specialist will be responsible for reviewing contracts, negotiating deposit and cancellation penalties, and supervising incentive space offers from initial contact through to the signing of contracts. The position requires organizing all charter and group requests that involve collaboration with various departments, including Nautical Operations, Deployment, Shorex, and Hotel, to ensure a seamless experience for guests. The specialist will maintain detailed operations files for existing sold business, making independent decisions regarding the execution and logistics of large groups and full ship charters, including the collection of payments and final account reconciliation. Additionally, the specialist will follow up on tradeshow leads, distribute actionable items to Charter Sales managers, and maintain relationships with high-revenue clients, addressing any complaints or grievances. The role also involves collaborating with the Director of C&I to implement business objectives, handling special projects, coordinating educational trips for high-profile clients, and establishing reports on sales programs, booking status, and trends. The specialist will also maintain competitive data on the incentive business and ensure that department files and templates are up to date, acting as a liaison with the legal department regarding contract amendments. Furthermore, the specialist will coordinate department training on company products and processes, work with the Marketing department on website updates and marketing materials, and streamline processes while managing Salesforce leads and funnel.

Responsibilities

• Review contracts and assist with negotiation of deposit and cancellation penalties.
• Supervise and review incentive space offers from initial contact through signing of contract.
• Organize all charter and group requests that involve other departments.
• Work with Nautical Operations, Deployment, Shorex, Hotel and others to ensure a seamless experience for our guests.
• Maintain detailed operations files for existing sold business, including responsibility for making independent decisions regarding execution and logistics of large groups and full ship charters, collection of payments, and final account reconciliation.
• Follow up and distribute Tradeshow leads and distribute actionable items to the Charter Sales managers.
• Maintain relationships with high revenue clients, including resolving client complaints and grievances.
• Provide and collaborate with Director of C&I to implement business objectives.
• Handle additional special projects and mailings, along with coordinating FAM's (educational trips) for high profile clients.
• Establish and distribute reports to management on sales programs, booking status and trends.
• Maintain competitive data available on the incentive business.
• Maintain data necessary to prepare reports on status of sale programs, progress toward achievement of sales and revenue objectives, booking status and trends.
• Organize and manage charter trade shows.
• Maintain department files and templates ensuring all are up to date.
• Act as liaison with legal department regarding contract amendments.
• Coordinate department trainings of company products and processes as required.
• Work with Marketing department on website updates and marketing materials.
• Follow up on web leads.
• Streamline processes.
• Review and manage the Salesforce leads and funnel.
• Other duties as assigned.

Requirements

• Minimum 3 years' experience in the travel trade industry.
• Ability to work well in a fast-paced environment with strict deadlines.
• Strong knowledge of Windstar and company products.
• Demonstrated ability to build and maintain effective working relationships across departments.
• Superior organizational skills with strong attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work well with individuals at all levels of the organization.
• Working knowledge of Microsoft applications.

Benefits

• 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
• Employee Discounts & Travel Deals