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Windstar expands guest services, launches outbound consumer sales

Jaymi Fiveash, left, has 10 years of experience with Windstar Cruises while Andrew Ironstone joins from Princess Cruises
Windstar Cruises is expanding and rebranding its guest services department, including appointing Jaymi Fiveash 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 organizing Windstar vacations, and marks a change in the group’s approach as it gears up to add a pair of 224-passenger ships, Star Seeker and Star Explorer.

'Rather than just managing the guest booking process, the emphasis will now be on proactive sales as well as specialized expertise to craft personalized vacations for Windstar’s diverse customers and travel partners,' Windstar Chief Commercial Officer Janet Bava said.

Jaymi Fiveash  

In the elevated role of senior director of vacation planning, Fiveash will oversee inbound and outbound reservations, passenger air program, on-board cruise consultants and pre-cruise guest operations.

Fiveash has been with Windstar more than a decade, starting as a vacation planner in guest services. She will now establish dedicated teams specializing in outside sales, inbound reservations and groups to support the trade and sales department. Shipboard cruise consultants are also part of her team.

According to Windstar, all its vacation planners are US residents who have sailed on the line and are well-versed in the brand.

'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,' Fiveash said. 

Andrew Ironstone

As director of outbound consumer sales, Ironstone is tasked with developing and leading the outbound teservations team to drive sales growth initiatives. He will be responsible for establishing and cultivating relationships with new Windstar customers and providing personalized booking experiences like connecting the company’s most loyal guests with a vacation planner to guide them through their entire booking process. 

Ironstone joins from leading a team of more than 100 outbound sales agents at Princess Cruises. Previously he led outbound sales growth initiatives at American Queen Voyages, Crystal Cruises and Silversea Cruises.