Job Summary: Leads the Shorex Team and manages the onboard Shore Excursion Program, maximizing guest service and revenue opportunities.
Achieve or exceed Shore Excursion revenue and cost of sales objectives per established targets.
Achieve or exceed guest quality standards and ratings for Shore Excursions consistent with department and company goals and recommend methods to improve the quality of the program as needed.
Responsible for the development, training and performance of up to five Assistant Shore Excursion Manager(s), Global Guest Assistant(s) and all others who support Shore Excursion operations onboard the ships. Provides on- the-job training to strengthen current performance and prepare for future advancement.
Direct the implementation and execution of Standards, as well as Policies and Procedures within the Shore Excursion Department.
Monitor and report prepaid bookings accurately. Maintain the inventory of available tours on a cruise-by-cruise basis and update the point of sales system accordingly.
Responsible for accurate Shore Excursion financial reporting and for generating and approving tour operator settlements.
Manage operation of the Shore Excursion Office, including guest sales and service, team member’s duty schedules, production of booking forms, promotions and advertising material, office hours and maintenance of office equipment.
Update and present live Shore Excursion PowerPoint sales presentation(s) during voyage to maximize revenue and service. Educate all departments about the shore excursions programs.
Support ships performance management system and attend all mandatory shipboard meetings.
Provide timely ongoing feedback to shipboard and shore side management on revenue, customer service, training and Assistant Shorex Managers and Port Lecturers performance. Generates revenue reports and Manager’s information reports including notable events that happen during the cruise.
Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.
Keep up to date on sales techniques including the use of Mobile Devices and applications.
Inspects new excursions in ports, and monitors tours on a rotating basis in order to constantly review quality control.
Participate in social functions as outlined in the Shore Excursions Procedures Manual.
Performs and manages other duties as assigned and/or described in the Standards.
Minimum of three years shipboard experience required or tour sales in a comparable setting.
Two + years in management experience.
Sales oriented and results driven. Ability to exceed and track sales targets.
Has relentlessly high standards; is never satisfied with status quo.
Has passion and convictions and the innate ability to inspire passion in others.
Ability to speak English clearly, distinctly and cordially with guests and crew. Ability to read and write English in order to understand and interpret written procedures
Ability to speak additional languages such as Dutch, Spanish, German, French or Italian is preferred.
Service minded – enjoys guest interaction and has a genuine interest in the guests’ experience.
Knowledge of ports and tours is required.
Advanced knowledge of Microsoft Word, Microsoft Excel, Outlook, PowerPoint
Advanced knowledge of Mobile Devices, Point of Sales system Fidelio and MXP database.
Excellent public speaking skills
Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and corrections.
Managerial skills incorporating problem solving in conjunction with other departments
Inter-personal communication skills
Flexibility, adaptability, and ability to work well with teams
Possession of Seaman’s book for European, South American or World Cruises itineraries
Ability to accommodate 6 months on /2 months off contract schedule for this onboard position.
Ability to participate in life-savings emergency drills and other required training.
Ability to stand for long periods of time.
All international applicants must have ability to obtain a C1/D1 visa (and/or other relevant visa) when applicable.
Note: Other duties as assigned included and not limited to Health, Environmental, Safety and Security responsibilities.