Senior Manager, Experience Development

Overview

 

Awarded World’s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world’s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world. Our mission is to imagine and deliver personalized and immersive experiences 180 degrees from ordinary. We enrich people’s perspective through inspired travel.

 

Our Mission: Enriching Lives Through Travel

Our Values: Guest Obsessed, Open and Inviting, Fun-Loving and Focused, Light-Hearted and Genuine, Casual Yet Polished, Safe and Responsible.

 

 

Job Summary:

Responsible for the strategic development, standardization, and continuous evolution of Windstar's onboard guest programming, signature events, entertainment and engagement experiences, and new guest experience concepts. As part of the cross-departmental New Experiences Task Force, the Sr. Manager partners closely with Product Development, Marketing, and Operations to translate approved product definitions into detailed execution models and to create innovative, brand-defining experiences that strengthen guest satisfaction and differentiation across the fleet.

 

Responsibilities

New Experience Development and Execution

• Lead the New Experience Development function for Hotel Operations, including the development, design, and implementation of new onboard and shoreside guest experiences, events, activations, and concepts.
• Translate approved concepts into operationally executable models, including staffing, venue utilization, service delivery, training requirements, equipment needs, and standard operating procedures.
• Ensure new experiences are scalable, financially viable, and aligned with brand standards.
• Develop implementation playbooks, operational guidelines, run-of-show documentation, and quality standards.
• Plan and oversee pilot programs, testing, feedback collection, and fleetwide rollouts.
• Define and monitor success metrics including guest engagement, satisfaction, participation, and adoption.

 

Guest Journey & Experience Development

• Identify and develop key moments within the onboard guest journey that strengthen engagement, connection, and brand differentiation.
• Develop experience frameworks and standards for key guest touchpoints and signature moments throughout the voyage.
• Use guest feedback, Guest Satisfaction Reports, participation data, and operational insights to identify experience gaps and prioritize improvement initiatives.
• Partner across departments to develop initiatives addressing specific guest segments and opportunities, including First-to-Brand guests.

 

Themed Cruises & Special Programs

• Lead the planning, development, and execution of programming for themed cruises and special event sailings.
• Develop, maintain, and communicate cruise-specific SOPs, operational memos, programming plans, and execution guidelines.
• Partner with all relevant departments, including Hotel Operations, Food & Beverage, Entertainment, Destinations, and Marketing, to design integrated themed cruise experiences.
• Coordinate planning meetings, establish programming requirements, and ensure alignment across all stakeholders.
• Communicate program requirements, updates, and changes to shipboard leadership and provide ongoing implementation support.

 

Windstar Onboard Signature Events

• Develop and oversee standards for Windstar's Signature Events across the fleet.
• Lead the design, evolution, and continuous improvement of signature experiences, including but not limited to Embarkation Sail Away Parties, Welcome Onboard Events, Welcome & Farewell Receptions, Deck BBQs, Beach BBQs, Crew Shows, Yacht Club Parties, and other fleetwide activations.
• Establish and maintain SOPs, operational guidelines, and quality standards to ensure consistent execution.
• Create adaptable frameworks that allow signature events to be tailored by region, vessel class, season, and weather conditions while maintaining brand integrity.
• Monitor guest feedback and operational performance to refine, enhance, and re-standardize programs.

 

Onboard Programming

• Define the strategic direction, standards, and performance expectations for onboard programming, activities, and guest engagement experiences.
• Develop and maintain a cohesive experience framework for onboard guest engagement, ensuring entertainment, enrichment, cultural programming, interactive learning, music, atmosphere, and signature events work together as an integrated guest experience.
• Ensure daily programming is thoughtfully designed to maximize participation, guest satisfaction, and brand differentiation.
• Establish programming standards and provide guidance to shipboard teams on planning, execution, and delivery.
• Identify opportunities to enhance guest engagement through new activities, interactive learning and life-skills programming, cultural experiences, activations, and destination-inspired experiences.

 

Entertainment Operations

• Provide strategic oversight for fleetwide entertainment and engagement operations in partnership with the Manager, Entertainment & Engagement Operations.
• Establish standards for entertainment, enrichment, cultural programming, live music, and guest engagement experiences.
• Direct long-term planning and development of entertainment products, programming strategies, and service delivery models.
• Oversee annual operating and capital planning related to entertainment operations.
• Ensure entertainment offerings align with Windstar's brand, guest expectations, and operational objectives.

• Monitor execution, gather feedback, and continuously enhance themed cruise experiences and standards.
• Themed cruises may include, but are not limited to, Mystery Cruises, Art Cruises, Wellness Cruises, Solar Eclipse Cruises, and other specialty voyages.

 

Cross-Functional Collaboration

• Partner with Food & Beverage, Hotel Operations, Destinations (Product Development), Entertainment, Marketing, and other stakeholders to deliver integrated guest experiences.
• Collaborate with Commercial/Marketing teams to position, brand, and promote onboard programming and new experiences through pre-cruise communications and marketing initiatives.
• Serve as the primary Hotel Operations liaison for the development and implementation of new programming and guest experience concepts.
• Coordinate handoffs between shoreside planning teams and shipboard leadership to support successful implementation and long-term sustainability.
• Foster alignment across departments to ensure all experiences support Windstar's brand promise and guest experience objectives.

Qualifications

• BA degree or equivalent and/or a minimum of 5 years of related experience in Entertainment Management in cruise or resort, preferably on Cruise ships.
• Must demonstrate a strong understanding of the operational, technical, and resource requirements necessary to develop and implement guest programming and new experiences.
• Must demonstrate the values of Windstar Cruises.
• Ability to travel globally across the Windstar fleet, representing approximately 20% to 25% of annual work time, to evaluate guest experiences, support program development and implementation, collaborate with shipboard teams, and monitor consistency and performance.

 

Benefits:

For full-time employees, Windstar offers a comprehensive benefits package including: 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 and Employee Discounts & Travel Deals.

 

EEO: 

Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.