Voyage Services Lead - Circles (Groups)

The Gig:

The Voyage Services Lead - Circles (Groups) plays a pivotal role within Virgin Voyages, taking charge of the meticulous planning and seamless execution of a diverse range of programming and events aboard our ships. This multifaceted position demands a unique blend of organizational prowess, interpersonal skills, and a deep understanding of the cruise industry.

The Voyage Services Lead - Circles serves as a crucial liaison between the clients and the operational facets of the cruise experience. By tapping into their extensive network within Virgin Voyages, this individual can seamlessly integrate group clients' desires into the overall cruise programming. This might involve coordinating themed parties, organizing exclusive excursions, or facilitating private events, all with the aim of enhancing the overall voyage experience for group clients.

Furthermore, the Voyage Services Lead - Circles is entrusted with maintaining the highest standards of customer service. This involves not only meeting expectations but consistently going above and beyond to create memorable experiences that align with the Virgin Voyages brand. Building and nurturing positive relationships with onboard staff is integral to achieving this goal, ensuring a seamless and harmonious collaboration to deliver exceptional service to group clients.

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.

What You'll Be Up To:

Team Leadership:

• Provide guidance, direction, and support to team members.

• Foster a positive and collaborative team environment.

• Set clear expectations for team members and ensure they understand their roles.

Decision-Making:

• Make informed and timely decisions to keep projects and teams on track.

• Prioritize tasks and allocate resources effectively.

• Take responsibility for the outcomes of decisions made.

Communication:

• Facilitate communication within the team and with other departments.

• Act as a liaison between team members and upper management.

• Communicate goals, expectations, and updates clearly and consistently.

Training and Development:

• Mentor and coach team members to enhance their skills and capabilities.

• Identify training needs and facilitate professional development opportunities.

• Promote a culture of continuous learning within the team.

Quality Assurance:

• Ensure that work produced by the team meets quality standards.

• Implement and enforce best practices and quality control measures.

• Conduct regular reviews and assessments of team performance.

Innovation:

• Encourage a culture of innovation and continuous improvement.

• Seek opportunities to enhance processes, workflows, and overall efficiency.

• Stay informed about industry trends and best practices.

Event Planning and Coordination:

• Plan, organize, and coordinate a variety of events and programming for group clients, ensuring they align with Virgin Voyages' standards and brand.

Client interaction:

• Act as the primary point of contact for group clients, understanding their preferences, needs, and expectations. Regularly communicate with clients to gather event requirements and provide updates on planning progress. Point of contact for shipboard Crew for escalations that might occur onboard.

Collaboration with internal stakeholders:

• Work closely with various departments within Virgin Voyages, including entertainment, dining, and hospitality, to seamlessly integrate group events into the overall cruise experience.

Relationship Management:

• Build and maintain strong relationships with onboard staff, vendors, and other relevant stakeholders to facilitate smooth coordination and execution of events.

Problem-Solving:

• Address and resolve any issues or challenges that may arise during event planning or execution, making quick and effective decisions to ensure a positive outcome.

Quality Assurance:

• Maintain a keen eye for detail to ensure that all events meet or exceed Virgin Voyages' quality standards. Regularly assess and improve processes to enhance the overall guest experience.

Adaptability:

• Demonstrate flexibility and adaptability in response to changes in schedule, client requests, or unforeseen circumstances, ensuring events proceed seamlessly.

Documentation and Reporting:

• Keep detailed records of event planning, including budgets, timelines, and correspondence. Provide regular reports on the status of event planning and execution as well as group forecasting across the fleet. 

Communication Skills:

• Effectively communicate event details, timelines, and expectations to onboard staff and relevant teams. Ensure all stakeholders are well-informed and aligned with the event objectives.

Sailor Satisfaction:

• Prioritize guest satisfaction by consistently delivering exceptional experiences that align with Virgin Voyages' commitment to creating memorable journeys.

Continuous Improvement:

• Proactively identify opportunities for improvement in the event planning and execution processes. Implement changes as needed to enhance efficiency and effectiveness.

Other responsibilities:

• Financial finalization of the entire group program

•  Create and distribute all group collateral that is out of the norm from what is distributed to all other guests

• Conduct site inspections/planning meetings

• Conduct pre/post cruise meetings 

• Accompany groups on board throughout their program

• Ability to work in multiple systems including but not limited to Seaware

• Willingly accept need to be on call 365 days a year for solving emergent operational issues with groups which may be traveling 

• Other duties as assigned

SuperPowers Required:

Educational Background:

A bachelor's degree in Hospitality Management, Event Planning, Tourism, Business Administration, or a related field is often preferred. Relevant coursework or certifications in event management can be advantageous.

Qualifications: 

Proven experience in event planning, coordination, or hospitality management, preferably in the cruise industry. Familiarity with the unique challenges and dynamics of cruise ship operations is a significant asset.

Cruise Industry Knowledge:

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

Interpersonal and Communication Skills:

Excellent interpersonal skills to build and maintain relationships with internal stakeholders, onboard staff, and group clients. Strong written and verbal communication skills are essential for effective collaboration.

Organizational Skills:

Exceptional organizational abilities to manage multiple events simultaneously, ensuring each one receives the attention to detail required for success. The coordinator must be adept at handling logistics and timelines efficiently.

Creativity:

A creative mindset to conceive and develop unique event concepts that align with the Virgin Voyages brand. The ability to think outside the box and create memorable experiences is crucial.

Adaptability:

The cruise industry is dynamic, and unexpected challenges may arise. The coordinator must be adaptable and capable of making real-time decisions to address unforeseen circumstances.

Problem-Solving Skills:

Strong problem-solving abilities to navigate challenges and find effective solutions, especially in a live event environment where quick thinking is often required.

Customer Service Orientation:

A commitment to delivering exceptional customer service is paramount. The coordinator should have a customer-centric mindset, constantly seeking ways to enhance the experience for group clients.

Negotiation Skills:

The ability to negotiate and collaborate effectively with vendors, internal teams, and other stakeholders to ensure that client requests are met within the constraints of shipboard operations.

Tech-Savvy:

Proficiency in relevant event management software, as well as a general understanding of technology used in the cruise industry for communication and coordination purposes.

Cultural Sensitivity:

An understanding and appreciation of diverse cultures and backgrounds, as cruise guests come from various parts of the world.

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.