In our Innovator Series, we take you behind the scenes for an in-depth look at the day-to-day work of our colleagues at Intercruises and how they are shaping the future of our business.
In this edition, Isaac Vidales, Global Ground Operations Manager and AI enthusiast, shares his career journey at Intercruises and how technology plays a central role in his role.
Tell us a bit about yourself and your background. What led you to your current role as Global Ground Operations Manager at Intercruises?
I started as an airport representative a long time ago and grew with the company. I worked in Spain, then in the Dominican Republic, and later as Operations Manager for the Mediterranean. I then had the opportunity to move to Asia as Operations Manager, followed by a role as a Regional Director overseeing 14 countries. After returning to Europe, I took on various roles before becoming Global Operations Manager.
What does a typical day look like in the global operations department?
On a typical day, we start with a team overview of our global operations, using a business intelligence platform that helps visualise and analyse operational data.
Our team is divided by regions. For example, I oversee Asia-Pacific and Northern & Central Europe together with my colleague Sonia Lokossou.
If any areas require additional attention, we move into more detailed calls with our local teams to ensure we meet our client standards consistently at a global level.
How have you seen cruise operations evolve with digital innovation?
Over the past few years, I have seen a real shift in how operations are managed. Technology now plays a central role in almost everything we do, both on the ground and behind the scenes.
From a guest perspective, tools like self-guided tour apps and even virtual reality are changing how people experience destinations.
For me, though, the biggest impact has been behind the scenes. It has made our day-to-day work faster, more structured, and much more responsive. We rely on planning tools to prepare for turnarounds, plan staffing, and coordinate transport, and having everything accessible on mobile devices has been a real game changer. Our teams are always informed and can react quickly, even when things change in real time.
How do you ensure the operations teams are prepared, especially with new tools and systems?
One of our biggest priorities is making sure everyone is aligned, especially since we work with teams across different time zones, backgrounds, and cultures. That is why we put a strong focus on training. We have developed online training that teams can access easily, allowing them to learn anytime, anywhere.
This helps ensure everyone has the same level of knowledge and is fully prepared to deliver consistent service globally.
What role does AI play in your work today?
AI has become a natural part of my day‑to‑day work. I use it to create training content, streamline workflows, optimize processes, and take care of repetitive tasks more efficiently. It doesn’t replace judgement or decision‑making, but it does free up time and helps keep things consistent. For me, it’s about using AI in a practical, simple way that genuinely helps teams focus on what really matters.
At Intercruises, we are really embracing AI as a tool to support our teams, so they can prioritise what they do best on the human side of operations. At the organizational level, there are frequent updates, online communities, and new materials and resources being made available, with the aim of ensuring everyone feels confident using AI.
How are you an AI enthusiast?
Over the past couple of years, I have really leaned into AI and explored how it can fit into my work and routines. I’m very curious about it, and a big part of that has been testing things, learning by doing, and seeing what actually works. I also run internal masterclasses where I share practical tips and real use cases with colleagues. The feedback has been very positive, and it’s something I really enjoy doing, helping others feel more comfortable with new technology and showing that AI can be useful without being intimidating.
When you are not working, what do you do for fun?
When I’m not working, I love exploring the world with my family and discovering new places together. We enjoy turning every new city into a small adventure – sometimes even using AI as a kind of treasure hunt to uncover hidden spots, local stories, and ideas we might have missed. Along the way, I also enjoy skiing and swimming whenever I can, especially if it keeps us active and outdoors.
What advice would you give to applicants interested in working in global operations in the cruise industry?
Always have your suitcase ready to travel at short notice, and be prepared for the unexpected!
The role offers a great variety of responsibilities, along with opportunities for coaching and continuous learning. While operational challenges can be demanding, they are also highly rewarding, as they give you the opportunity to collaborate with teams from around the world and make a meaningful impact.
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