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Role Description

We are seeking a talented Guest Accessibility & Cruise Documentation Lead to join our Vacation Planning department! This position supports Windstar Cruises’ guest documentation, manifesting, and compliance processes by operating and maintaining digital workflows, ensuring data accuracy, and leveraging automation and AI-enabled tools to improve efficiency and guest experience. The role serves as a subject matter expert for documentation and accessibility processes while collaborating with internal teams and technology partners to implement system improvements and maintain regulatory compliance.

Responsibilities

• Manifest Duties:
  • Executes daily guest manifesting and documentation processes in accordance with company and regulatory standards.
  • Supports automated workflows, validation rules, and exception handling processes to reduce manual effort and improve accuracy.
  • Maintains and monitors digital intake and delivery channels (including inboxes, Smartsheets, and system queues) to ensure timely processing of manifests and documents.
  • Assists with testing and validating system updates that impact manifests, guest documents, and invoices.
• Access Desk & Guest Accommodation Management:
  • Supports the operation of the ADA Access Desk and serves as an Access Concierge for pre-cruise accommodation needs.
  • Collects, verifies, and documents guest accommodation requests using structured digital tools and workflows.
  • Uses automation and AI-enabled tools to help categorize, prioritize, and route accommodation requests while maintaining a high standard of guest care.
  • Ensures guest accommodation information is accurately recorded and reflected across reservation and manifest systems.
• Immigration Information Management:
  • Manages immigration and guest folio collection processes to ensure all required documentation—including visas and entry requirements—is accurately gathered and meets current international regulatory standards.
  • Manages passenger e-documents through integrated digital platforms to support timely delivery and regulatory compliance.
  • Implements automation and AI-assisted checks to proactively flag missing, incomplete, or high-risk documentation.
• Data Accuracy, Quality Control & Systems Integrity:
  • Maintains high accuracy standards for guest documentation and manifests by following quality control procedures and validation rules.
  • Supports documentation-related KPIs by identifying trends, recurring errors, and improvement opportunities.
  • Assists with content maintenance for documentation-related materials across SharePoint, My Windstar, and WindstarCruises.com.
  • Supports testing and validation of new product loads and system updates impacting guest documents and invoices in Seaware and related platforms.
• Process Support, Automation & Continuous Improvement:
  • Develop, implement, and oversee system processes and training—including new hire onboarding—while training and mentoring team members in manifest and document duties, automation tools, and digital workflows to build and document future-ready capabilities.
  • Provide insights and suggestions to department and system vendors on streamlining and improving processes.
  • Provide strategic insights to streamline processes, collaborate with vendors and internal teams, maintain strong cross-department relationships, represent Windstar Cruises professionally, and support special projects assigned by management.
  • Manage time; prioritize assignments to ensure they are completed within the designated timeframe.
  • Provide support to department Management and perform other duties as assigned.
  • Follows and helps refine documented workflows for guest documentation, manifesting, and compliance activities.
  • Identifies opportunities to improve efficiency, reduce rework, and enhance accuracy within existing processes.
  • Uses automation and AI-enabled tools to support repetitive or time-intensive tasks.
  • Documents procedures and contributes to training materials and knowledge resources.
  • Provides peer support and subject matter expertise to team members as needed.
• Cross-Functional Collaboration:
  • Serves as a subject matter expert for guest documentation and accessibility workflows.
  • Provides operational input to internal teams and system vendors related to documentation processes and system functionality.
  • Maintains strong working relationships across departments to ensure alignment between documentation, reservations, and onboard operations.
  • Represents Windstar Cruises professionally in internal and cross-functional interactions.

Qualifications

• Proficiency with Reservations and Operations systems (Seaware preferred).
• An in-depth understanding of Windstar Cruises product, policy, and procedure.
• Great communication and interpersonal skills.
• Strong self-starter with excellent task management and organizational skills and demonstrated attention to detail and accuracy.
• Demonstrates record of good attendance and is flexible with scheduling.
• Must be able to carry out all job functions with minimal supervision.
• An intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).

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.

Work Environment

• Remote work.
• Secure home office environment suitable for remote work without disruptions.
• Hardwired internet connection is required.
• This position is expected to adjust work hours/days in cases of irregular operations, which likely will also require extended hours.