Assistant ShoreEx Manager

Job Responsibilities:

• 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 standards that meet or exceed Hotel Policies & Procedures for every passenger interaction.
• At the start of every shift, checks open customer service and tour operation issues and follows up appropriately; properly hands over all outstanding issues to on-duty colleagues at the end of each shift.
• Rapidly acquires and maintains thorough knowledge of the ship and its procedures, itinerary, ports of call, tours, onboard product, daily activities, and services available in order to provide accurate information and answers to passengers questions or concerns.
• Willingly assists passengers with independent inquiries that are not related to the available tour product.
• 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 if Shore Excursion Manager is not available.
• Promptly and accurately compiles and provides feedback to each tour operator, including passenger comments and tour escort reports.
• Communicates calmly and respectfully with tour operators to resolve all tour quality issues.
• Swiftly and satisfactorily resolves all customer relations issues resulting from passengers tour experiences or other interactions with the Shore Excursion operation.
• Continually monitors Tour Staff to ensure that all passenger complaints are received, documented, and understood with empathy and in line with our Policies & Procedures.
• Assists the Shore Excursion Manager in developing routines to ensure Tour Staff gain experience in a variety of tour office operations and systems.
• Ensures passenger rates and costs are promptly and accurately entered into onboard ticketing system and tour order form.
• Communicates clearly with Shore Operations to swiftly relay all information pertinent to the cruise, including any excursion-related incidents, accidents, or issues that may affect passenger satisfaction or revenue.
• Within budget and operational limitations, regularly schedules familiarization trips for Tour Staff to gain venue, port, and product knowledge.
• Organizes the necessary training of Tour Staff to gain and maintain thorough and up-to-date knowledge of all tour programs, sales techniques, customer service, and policies pertinent to the operation.
• Continually evaluates the performance of Tour Staff and provides immediate, appropriate feedback to reinforce effective service strategies and provide course correction.
• Creates awareness of available tour product and provides passengers with information on tours that are closely in line with the passengers' interest.
• Follows established sales techniques and recognizes appropriate opportunities to upsell tours or sell additional tour product.
• Collaborates with Shore Excursion Manager to meet or exceed sales goals each voyage without interfering with passengers' enjoyment of the cruise experience.
• Regularly participates on tours to gain knowledge of the existing tour program, or to inspect possible new tour product.
• Assists the Shore Excursion Manager in building an accurate tour file in a timely manner, including information on tickets, extra tour departures, passenger rates, and costs.
• Promptly and accurately creates/updates tour dispatch sheets, booking forms, and bus sheets for review by Shore Excursion Manager.
• Promptly verifies final tour participation counts with vendors for use in self-invoicing process and to be entered into the shipboard ticketing system.
• Assists Shore Excursion Manager in supervising Tour Staff to ensure proper coverage during tour dispatch and Tour Office hours.
• Ensures tours are dispatched efficiently from meeting locations; carefully monitors status of tours returning to the ship and immediately notifies the Shore Excursion Manager, Bridge, Customer Services Director, and Food & Beverage department of any problems or delays.
• Ensures accuracy of all ticket transactions, including sales, exchanges, and refunds for tours, shuttles, and transfers.
• Promptly and professionally organizes all special requests from passengers and groups.
• Coordinates staff needed for completion of Risk Inspections to ensure standards and agreed content are maintained.
• Always complies with applicable Hotel Policies & Procedures, Fleet Regulations, and other internal, external, and governmental regulations.
• Maintains current, accurate knowledge of public health standards. Promptly helps coordinate onboard resources and response in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Properly attends to duties stated in Hotel Policies & Procedures, specifically Sections P Shore Excursions and C Administration.
• Promptly performs General Emergency Organization duties as directed.
• Productively participates in shipboard training programs to enhance product knowledge, customer service, staff management, and sales skills.
• Demonstrates commitment to the Companys values, beliefs, goals, and initiatives.
• Participates enthusiastically in monthly breakout meetings, offering ideas to improve onboard product and services.
• 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.