Shore Excursion Manager

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Directs and coordinates activities of the onboard Shore Excursions office in accordance with identified company goals to obtain premium efficiency, economy of operations, and maximize profits by performing the following duties personally or through subordinate supervisors.

ESSENTIAL FUNCTIONS

• Responsible for the entire operation of the shipboard Shore Excursion program.

• Required to perform the same duties as a Shore Excursion Staff member and the Assistant Shore Excursion Manager.

• Works at the shore Excursion desk; pier and/or remote location for tour sales, assist guests, answers question as well as manages these areas.

• Plans, develops, and implements organization policies and goals.

• Implements directives to the onboard department outlining policy, program, or operational changes.

• Directs and coordinates promotion of excursions.

• Monitors excursions that sell out and finds alternatives to be presented to the Product Manager.

• Communicates with Product Manager to revise objectives and plans in accordance with current conditions.

• Strives to achieve and exceed budgeted figures as well as Guest Service goals.

• Confers with administrative personnel and reviews activity, operations and sales reports to determine changes in itineraries or operational requirements.

• Manages the content of the Shore Excursion channel with the broadcast department.

• Responsible for Shore Excursion content in daily onboard newsletter as well as tour order form and tour description.

• Responsible for presenting Tour Talks onboard and as well as other related presentations.

• Works closely with Tour Operators in the ports to review past and future progress.

• Inspects new excursions in ports, and monitors tours on a rotating basis in order to constantly review quality control.

• Represents the image of the company and is to perform all activities in an enthusiastic and professional manner.

• Maintains a commitment to the company’s vision.

• Reviews reports and financial statements to determine progress and status in attaining objectives. Sets daily sales goals in order to achieve revenue objectives.

• Communicates clearly and directly with employees concerning performance reviews and expectations, productivity, and accountability.

• Responsible for training new hire staff and recruiting suitable candidates to fill the Assistant Shore Excursion Manager position.

• Supervises, coaches, and evaluates Shore Excursion staff and Assistant Manager.

• Attends VIP and Latitudes events onboard as required by onboard management.

• Manage and schedule the Behind the Scenes Tour and report sales each voyage.

• Assist with other onboard activities such as but not limited to Pier Welcome Back, Officer and Department Head Visibility and Guest Engagement as required by onboard management. Responsible for all content regarding Shore Excursion Order and Description forms.

• Responsible for generating revenue reports and End of Voyage information including notable events that happened during the cruise.

• Maintains and sources inventory of available tours on a cruise by cruise basis and updates the computers system accordingly.

• Must be able to provide effective Shore Excursion briefings and conduct Q & A sessions with guests and colleagues.

• Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

• Must be familiar with the Safety and Environmental Protection Policy and the SMS, and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

• Must have a clear understanding of revenue and rating goals for the department, and how to achieve them.

• Must be able to lead by example and provide quality management skills for all Shore Excursion services provided on a large passenger vessel that can include 4,000+ guests.

• Must understand the work of the department thoroughly.

• Must be able to efficiently supervise, train and develop team members.

• Monitor the scheduling of all Shore Excursion team members so that all areas are properly staffed at all times.

• Proficient at administrative services to the operation and provide analytical skills, multi-task and prompt responses to emails.

• Must oversee and manage expenses based on approved budget for the Shore Excursion department.

• Responsible for oversight and maintenance of onboard shore excursion equipment/supplies.

NATURE AND SCOPE

• This position reports to the General Manager onboard and Manager of Shore Excursion Operations and oversees approximately three to ten onboard staff.

• Responsible for operating at peak productivity and profitability.

• Individual must be well organized & possess excellent managerial skills.

• Must be able to provide effective Shore Excursions briefings and conduct Q&A sessions with guests and colleagues.

• Ability to solve practical problems and deal with situations as they develop and to define problems, gather data, establish facts and draw valid conclusions.

• The incumbent must be able to work in a multi-cultural environment; also, must be able to adjust to changes in schedules, assignments and deadlines.

QUALIFICATIONS

• Minimum two years of sales experience in hotels, hospitality, cruise ships, or a related service-oriented industry is required.

• Intermediate to advanced skills in typing and computer software skills (Microsoft Word, Excel, PowerPoint, Fidelio, AS400, Mac OS) is required.

• Intermediate knowledge of a wide range of itineraries, ports and tours required.

• Basic ability to speak additional languages such as Spanish, Italian, German, or French is preferred.

• Intermediate knowledge and understanding of numbering flow “debits/credits”, adjusting entries and corrections is required.

• Intermediate to Advanced level English verbal and writing skills, including the proper use of English grammar is required.

EDUCATION

• High School Diploma or Foreign Equivalent is required.

• Associates degree or foreign equivalent is preferred.

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.