ShoreEx Manager

Job Responsibilities:

• Meets or exceeds the revenue budget each voyage without interfering with passengers' enjoyment of the cruise experience.
• Enthusiastically engages in regular promotional activities including port talks, presentations, and the Cruise Director Wake Show.
• Ensures onboard tour order forms, fliers, PowerPoint presentations, and any other sales collateral successfully promote all programs and adhere to all brand marketing guidelines.
• Ensures all Shore Excursion staff maintains thorough and up- to-date knowledge of all tour programs; provides training on sales techniques and all policies.
• Collaborates creatively and effectively with other revenue departments to promote shore excursions.
• Provides a positive first impression to every passenger through a warm, welcoming individual greeting; always maintains a spotless and professional appearance.
• Always delivers customer service that meets or exceeds Hotel Policies & Procedures standards for every passenger interaction.
• Ensures all passenger comments or complaints are solicited, listened to, and understood with empathy, showing genuine interest at all times.
• Ensures responses are appropriate and meets with passengers on a one-to-one basis as required.
• Ensures all passenger complaints are documented per Hotel Policies & Procedures, escalating issues to the Customer Services Director and other relevant parties as appropriate without delay.
• Calmly and respectfully communicates with tour operators to resolve all tour quality issues.
• Swiftly and satisfactorily resolves all customer relations issues resulting from passengers tour experiences.
• Meets or exceeds customer service budgets each voyage without interfering with passengers' enjoyment of the cruise experience.
• Routinely travels with tour operators to inspect and evaluate current products and develop new product ideas.
• Schedules regular Tour Office hours and documented booking closing times per Hotel Policies & Procedures.
• Ensures tours are dispatched efficiently from meeting locations; carefully monitors status of tours returning to the ship and immediately notifies the Bridge, Customer Services Director, and Food & Beverage department of any problems or delays.
• Ensures that tour operators are timely notified of tour counts and all other pertinent information.
• Verifies that passenger rates and costs are promptly and accurately entered into onboard ticketing system and tour order form.
• Communicates clearly with Shore Operations to swiftly relays all information pertinent to the cruise, including any excursion-related incidents, accidents, or issues that may affect passenger satisfaction or revenue.
• Ensures that all voyage reports are promptly and properly completed at the end of each voyage.
• Productively participates in Departmental meetings and shipboard training programs to enhance customer service, staff management, and sales skills.
• Ensures that, whenever possible, a Shore Excursion staff member participates in a tour at each port.
• Continually evaluates the performance of Tour staff and provides immediate, appropriate feedback to reinforce effective service strategies and provide course correction, including Performance Improvement Plans as required. Identifies top performers and mentors them for career advancement or promotion.
• Ensures the department's compliance with Hotel Policies & Procedures, Fleet Regulations, and other internal, external, and governmental regulations.
• Maintains current, accurate knowledge of public health tandards. Promptly helps coordinate onboard resources and esponse in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Promptly performs General Emergency Procedures duties as directed.
• Demonstrates commitment to the Companys values, beliefs, goals, and initiatives.
• Acts as a Company representative and always portrays a positive image of Princess Cruises to all passengers, officers, and crew.
• Always maintains professional, effective, and motivated working relationships across all functions, taking into account differences in cultures, backgrounds, and individual personalities.

Qualifications:

• Preferred experience in the cruise industry, preferably on ships with worldwide destinations.
• Preferred experience with public speaking and ability to create presentations.