Service Delivery Sr. Specialist Sailor & FM Communications

The Gig : The Service Delivery Sr. Specialist Sailor & FM Communications

The Service Delivery Sr. Specialist Sailor and FM Communications is responsible for leading Virgin Voyages' Sailor and First Mate communications within Service Delivery Operations. This role manages the full cycle of outbound and inbound messaging across multiple channels, ensuring timely, accurate, and brand-aligned responses. Acting as a communications subject matter expert, the Sr. Specialist protects the Sailor / FM experience, reduces friction, and drives resolution quality. In addition, the role provides Internal VIP Sailor Support, financial case handling, and process improvement contributions that strengthen overall service delivery.

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 Do :

Sailor / FM Communications : Manage Sailor and First Mate communication cases across email, phone, and digital channels, serving as the central owner for outbound and inbound messaging. Draft, edit, and deliver communications that reflect Virgin Voyages' tone, accuracy, and service standards. Proactively follow up on escalated issues, ensuring Sailors / FMs receive clear and timely updates until resolution is achieved. Collaborate with cross-functional teams to coordinate unified responses and eliminate conflicting information. Track communication patterns, recurring inquiries, and sentiment to recommend improvements in content, FAQs, and processes.

Case Management : Work Sailor Services cases during non-peak periods, ensuring timely resolution and accurate documentation. Identify and escalate complex cases to appropriate departments while maintaining accountability for follow-up and resolution. Maintain a thorough understanding of company policies and procedures to provide accurate information to guests.

Back Office Support : Perform administrative tasks, such as processing documentation, updating guest profiles, and tracking service requests. Assist in compiling reports and analyzing trends related to VIP and Sailor Service activities. Support team projects, including the development of process improvements to enhance service delivery. Manage balance dues, ensuring timely follow-up and resolution to secure revenue collection. Conduct refund research and take appropriate action to process accurate and efficient guest reimbursements. Review and reconcile financial transactions, identifying discrepancies and working with relevant teams to resolve issues promptly. Collaborate with accounting and finance teams to ensure accurate billing and payment processing for VIP guests. Monitor service-related charges, ensuring correct application and addressing guest inquiries regarding shipboard folios.

Collaboration and Training : Work closely with other departments to ensure VIP guests receive consistent and high-quality service across all touchpoints. Share feedback and insights from VIP interactions to help refine service strategies. Participate in training sessions to stay informed about new services, policies, and systems.

Superpowers Required :

Minimum of 2 years in a customer service, hospitality, or guest relations role, preferably in a luxury or high-touch environment. Skills : Excellent verbal and written communication skills. Strong problem-solving and decision-making abilities. Proficiency in customer service platforms and office software (e.g., Salesforce, Google Suite). Attributes : High level of professionalism and discretion. Ability to multitask and adapt to changing priorities. Passion for delivering exceptional service and creating memorable guest experiences. Diversity Shows respect and sensitivity for cultural differences Ethics Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values Organizational Support Follow policies and procedures; Completes administrative tasks correctly and on time 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

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.