Group Services Coordinator

The Gig:

At Virgin Voyages, our Group Services Coordinator is more than a planner - they’re a strategist, innovator, and experience designer. This role ensures that every group experience and celebration not only enjoys seamless logistics but also feels the magic of Virgin Voyages.
With a focus on customer-centric design, operational optimization, and data-driven improvements, this role bridges client needs, onboard execution, and continuous process evolution. It’s about creating experiences that are effortless, memorable, and scalable, while ensuring every group touchpoint reflects our bold Virgin personality.

This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL, where we embrace a hybrid work environment. Join us in person on Collaboration Days (Tues, Wed, Thurs), while enjoying flexibility on Mondays and Fridays.

What You’ll Be Up To:

Experience Design & Planning

• Architect unforgettable group experiences (sailors and First Mates), weaving in brand storytelling, personalization, and innovation.

• Coordinate everything from dining to cocktail parties, gatherings, Shore Things and themed events—while ensuring scalability across different ship environments.
   

Client Partnership & Journey Mapping

• Serve as the strategic point of contact for group clients, including Sailors and First Mates, guiding them through the full journey—from inquiry to post-sailing debrief.

• Anticipate client needs by designing proactive touchpoints, feedback loops, and personalization opportunities.

• Ensure timely responses and task execution in alignment with departmental SLAs (Service Level Agreements).
   

Optimization & Process Innovation

• Continuously refine group processes, from inquiry to onboard delivery, identifying opportunities for efficiency, automation, and self-service where possible.

• Collaborate with tech teams to optimize the use of Seaware, Airtable, Google Suite, and new digital platforms for real-time coordination.

• Act as an administrator for GObySpark, maintaining accurate data, permissions, and functionality to support onboard group operations.
   

Cross-Functional Collaboration

• Act as a bridge between VVHQ and shipboard teams, ensuring that group experiences integrate seamlessly with onboard programming.

• Partner with Revenue, Sales, and Product teams to align group offerings with business goals while keeping the sailor experience front and center.
   

Data & Reporting

• Handle the financial finalization of all group programs, ensuring accurate invoicing, reconciliation, and reporting.

• Track KPIs such as client satisfaction, group revenue, operational efficiency, and onboard experience scores.

• Use insights to refine future planning, creating a feedback loop that drives continuous improvement and innovation.
   

Onboard Delivery & Relationship Building

• Lead planning visits, site inspections, and pre/post-cruise meetings.

• Travel on board as needed to support complex programs, ensuring delivery exceeds client expectations.

• Build strong partnerships with onboard crew, turning collaboration into seamless execution.
   

Issue Resolution & Agility

• Tackle real-time challenges with calm confidence, using creative problem-solving to ensure clients never feel the bumps behind the scenes.

SuperPowers Required:

• A solid understanding of the cruise industry, including its trends, customer preferences, and the logistical challenges associated with planning events on a cruise ship.

• Proven expertise in event planning, hospitality, or group services, ideally in the cruise, travel, or luxury hospitality sector.

• Strong client experience mindset—you design for emotional impact as much as operational excellence.

• Analytical and process-driven: you can spot inefficiencies and design smarter workflows.

• A curious innovator who keeps up with trends in travel, events, and guest experience tech.

• Skilled communicator and relationship builder across all levels—clients, crew, and executives.

• Tech-savvy with comfort in event/project management tools and collaboration platforms such as Salesforce, Seaware, Airtable, GObySpark

• Culturally intelligent with global perspective, adaptable to diverse groups and markets.

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. So, we won’t be surprised to hear that when people talk about you they say you 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.

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.

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