Wendy Wu Tours
Cruise Operations & Product Support Executive
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Company Description
Wendy Wu Tours is a globally recognised Asia and beyond, travel and tour specialist. With over 24 years in the industry, our vision is to Be Extraordinary by delivering incredible experiences and turning our valued customers into raving fans and our employees into brand ambassadors.
Job Summary
We are looking for a motivated and organised individual to support our growing Cruise & Tour team. This is a varied role that will assist with the smooth delivery of cruise-linked tour programmes, communicating with customers post sales to help with their queries, supporting operational administration, cruise line communication, customer documentation, product content and guest service.
The successful candidate will help ensure bookings are accurate, customers receive clear and timely information, and internal teams have the details required to deliver each tour successfully.
Accuracy, attention to detail, strong communication skills and the ability to manage a varied workload are key requirements for this role.
The role
- Contact customers with cruise queries, upgrades, shore excursions and other post sales pre departure questions via phone calls and email
- Manage Cruise & Tour bookings, amendments and cancellations, keeping internal records and master sheets up to date.
- Complete manifest checks, ensuring passenger details, travel documents, preferences and special requirements are accurate.
- Liaise with cruise line partners to request cabin bookings, amendments, upgrades and cancellations.
- Contact customers for brochure follow-ups, welcome home calls and relevant cabin upgrade opportunities.
- Create and check draft final documents, liaising with suppliers or cruise line partners where required.
- Monitor upcoming departures, flagging missing information, outstanding actions or operational issues.
- Communicate itinerary changes to customers, internal teams and cruise line partners.
- Act as a key link between the Cruise & Tour, operations and reservations teams.
- Support product development and launch preparation, including research for new cruise, destination and touring ideas.
- Assist with website, brochure, tour dossier, shore excursion, ship and cabin content.
- Support general administration, inbox management, internal product queries and wider team requirements.
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The person
- Motivated and proactive, with a strong team ethic.
- Extremely detail-focused, with excellent time-management and organisational skills.
- Able to manage a varied workload, prioritise effectively and follow up outstanding tasks.
- Comfortable working under pressure during busy periods.
- Confident communicating with customers, travel agents, internal teams and cruise line partners by phone and email.
- Highly customer-focused, with a professional and helpful approach.
- Able to produce accurate written work and review customer-facing documents with a high level of care.
- Comfortable working with booking systems, spreadsheets, shared trackers and cruise line portals.
- Interested in cruise, touring, destinations and customer experience.
- Flexible and willing to assist across operations, customer service and product support
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Qualifications
Essential
- Previous experience in an administrative, customer service, operations or travel-related role.
- Excellent written and verbal communication skills.
- Strong attention to detail.
- Good organisational skills and ability to manage multiple tasks.
- Confident using Microsoft Office, particularly Excel and Outlook.
- Comfortable speaking with customers and partners by phone and email.
- Ability to work independently while supporting a wider team.
Desirable
- Previous travel industry experience.
- Cruise knowledge or experience working with cruise products.
- Experience using booking systems, supplier portals or customer databases.
- Experience producing or checking customer travel documents.
- Interest in product development, destination research or touring itineraries.
Additional Information
- Remote working from home role with 1 day in the office (London Bridge) per month
- Mon - Fri 9am - 5:30pm role (must be flexible to the needs of the business)
- Salary £32,000 p.a. plus KPI bonus on manager's discretion
- 23 days holiday, up to 25 days, plus birthday.
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