Windstar rebrands guest experience department

2024-04-29T16:55:50+00:00 April 29th, 2024|Appointments|

Luxury small ship cruising operator, Windstar Cruises, has expanded and rebranded its Guest Services department.

This includes the appointments of Jaymi Fiveash (pictured) as Senior Director of Vacation Planning and Andrew Ironstone as Director of Outbound Consumer Sales.

The rebranding from Guest Services to Vacation Planning is meant to better reflect the team’s expertise in organising Windstar vacations, as well as to mark a fundamental change in the group’s approach, the company said.

“Rather than just managing the guest booking process, the emphasis will now be on proactive sales as well as specialised expertise to craft personalised vacations for Windstar’s diverse customers and travel partners,” explained Janet Bava, Windstar’s CCO.

In her role of Senior Director of Vacation Planning, Fiveash assumed responsibility for overseeing inbound and outbound reservations, the passenger air programme, on board cruise consultants, and pre-cruise guest operations.

She has had more than a decade of experience with Windstar, spanning various roles starting as a Vacation Planner in Guest Services.

She will now establish dedicated teams specialising in outside sales, inbound reservations, and a groups team to support the trade and sales department.

On board cruise consultants are also an important part of her Vacation Planning team. All vacation planners are US residents who have sailed with Windstar and are well-versed in the brand.

“At Windstar, our goal is to provide the best vacation experience for each individual, whether that be a completely all-inclusive vacation with air, hotel, transfers, drinks, excursions, and other on board amenities, or an a la carte experience created with you by a Vacation Planner,” she explained.

Ironstone has been tasked with developing and leading the Outbound Reservations team to drive sales growth initiatives.

He previously led the Outbound Sales growth initiatives at Crystal Cruises and Silversea Cruises and most recently took charge of a team comprising over 100 outbound sales agents at Princess Cruises, where he played a pivotal role in ensuring the achievement of their monthly and yearly sales targets.

“We are thrilled to refocus our guest services operations as a new Vacation Planning team, combining Jaymi’s wealth of experience cultivated over years of commitment to Windstar Cruises with Andrew’s expertise in building and leading call centre teams within the cruise industry,” Bava said.

Windstar recently announced the addition of two new ships to its ‘Star’ class fleet. The first, the newbuilding ‘Star Seeker’, which is currently under construction at the WestSEA shipyard, is expected to be delivered in December, 2025, followed by ‘Star Explorer’ in December, 2026.