Partner Onboarding

Onboarding Packet

Everything you need to go live with Ship&Play. This packet walks your team through setup, training, and launch — at your own pace, with clear ownership at every step.

Typical timeline: 4–8 weeks
6 phases · 21 action items
Guided by Brett Noll • Onboarding Manager
1
Partnership Kickoff
Kick off the relationship and establish access
Week 1

Brett Noll will schedule your kickoff call and walk your team through each step. Reach him at brett@shipplay.com to get started.

  • Partnership kickoff call
    30-minute intro call to align on timeline, key contacts, and what to expect during onboarding.
    Operations
  • Designate internal Ship&Play point of contact
    Identify the person on your team who owns the Ship&Play relationship — typically someone in operations, marketing, or guest services.
    Operations
  • Share cruise line itinerary data
    Provide as a CSV or Excel sheet with your upcoming sailing schedule (port names, embarkation dates) so we can pre-load your itineraries into the booking system.
    Tech/Data
  • Receive your co-branded booking page
    Ship&Play will build and send your unique co-branded URL (e.g., shipplay.com/yourcruiseline) once itinerary data is received.
    Tech/Data
2
System Integration
Connect your itineraries and configure the booking flow
Weeks 1–2
  • Itinerary data loaded into booking system
    Ship&Play will import your sailing schedule so guests see your specific ports and dates at checkout. Verify at least 3 upcoming sailings are visible.
    Tech/Data
  • Co-branded booking page live and tested
    Test your unique URL (e.g., shipplay.com/[slug]) end-to-end — place a test booking, verify itinerary pre-load, and confirm the confirmation email looks correct.
    Tech/Data
  • Port agent contacts confirmed for upcoming sailings
    Jake Case will coordinate with your port agents to confirm they're registered in the Ship&Play network and ready to receive manifests.
    Operations
  • Manifest delivery set up
    Send Jake Case a list of contacts who need to receive manifests for each ship — including name, email, and which vessel they support. Contact jcase@shipplay.com to get this configured.
    Operations
3
Marketing & Promotion Setup
Get Ship&Play in front of your guests pre-cruise
Weeks 2–4
  • Pre-arrival email includes Ship&Play mention
    Add a Ship&Play callout to your pre-departure email — ideally sent 3–6 weeks before embarkation. Use the email template in the Brand Kit for copy and structure.
    Marketing
  • Website callout and co-branded page added
    Add a link to shipplay.com/[your-slug] on your website — ideally on pre-cruise planning, FAQs, or luggage pages. See the Brand Kit for logo and copy assets.
    Marketing
  • Digital signage / in-room TV slide added
    For ships with digital signage or in-room TV systems, add a Ship&Play slide to the loop. Use the TV mockup template in the Brand Kit.
    Marketing
  • Social media post
    Post about your new Ship&Play partnership on your social channels. Use the social post template in the Brand Kit. Tag @shipandplay for a share.
    Marketing
4
Team Training
Prepare call center, concierge, and operations staff
Weeks 3–5

Full training materials — scripts, SOPs, and escalation guides — are in the Training section of this portal.

  • Call center team trained on booking process & warm handoff
    Staff should know how to direct guests to the co-branded URL or transfer to Ship&Play Concierge at (855) 566-2085. Use the call center script in Training > Best Practices.
    Training
  • Onboard concierge / guest services briefed on Ship&Play
    Ships' concierge teams should understand what Ship&Play is, how to book on behalf of guests, and who to contact for tracking or escalation issues.
    Training
  • Schedule a live team training with Ship&Play Optional
    Book a free 30-minute web demo — we'll walk your team through the portal and booking flow live. Schedule on Calendly →
    Training
  • Supplies ordered and delivery confirmed
    Ship&Play will send luggage tags, label sleeves, and onboard collateral. Email jcase@shipplay.com to request. Allow 10–14 business days (faster for domestic ports).
    Operations
5
Soft Launch & First Sailing
Go live on your first sailing and verify all systems
Week 5–6

Brett will be reachable during your first sailing for any questions or issues. Jake Case handles any operational or port issues at jcase@shipplay.com.

  • First booking received and confirmed
    Confirm at least one real guest booking has been placed through your co-branded URL. Verify the confirmation email is formatted correctly.
    Tech/Data
  • 3-day manifest received and verified by onboard operations team
    Onboard operations team should confirm receipt of the final 3-day manifest and that all bags on the list are accounted for on embarkation morning.
    Operations
  • Bags delivered to staterooms on sail day
    Verify the embarkation delivery went smoothly. If any bags are missing, escalate to Jake Case immediately at jcase@shipplay.com.
    Operations
6
Post-Launch & Ongoing
Review performance and expand the partnership
Week 6+
  • Post-launch debrief call with Ship&Play Operations Team
    Schedule a 30-minute review call 2–4 weeks after your first sailing. We'll review booking volume, guest feedback, and any operational tweaks needed.
    Operations
  • Revenue share reporting set up
    Confirm how your commission and revenue share reports will be delivered — typically monthly. Partnership details are in your Partnership Details page.
    Operations
  • Expand promotional touchpoints
    Identify additional guest touchpoints to promote Ship&Play — onboard collateral, world cruise inclusions, pre-cruise print communications. See the Brand Kit for ready-to-use assets.
    Marketing
Typical Timeline
Week 1
Kickoff & Account Setup
Intro call, contacts confirmed, itinerary data shared
Weeks 1–2
System Integration
Itineraries loaded, co-branded URL live, port agents confirmed
Weeks 2–3
Team Training
Call center, concierge, and port ops briefed
Weeks 3–5
Marketing Setup
Emails, website callout, onboard signage
Week 5–6
🚀 First Sailing
Go live, verify delivery, debrief
Your Key Contacts
BN
Brett Noll
Onboarding Manager
brett@shipplay.com
JC
Jake Case
Cruise Operations Manager
jcase@shipplay.com
CC
Cruise Concierge
Guest Support · Mon–Fri 9–7 ET
(855) 566-2085
Quick Links
Training Section Brand Kit Partnership Details FAQ
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