Shore Excursions Manager for Azamara Cruises

Shore Excursions Manager for Azamara Cruises
Department: Hotel
Employment Type: Contract
Location: Shipboard
Description
V.Ships Leisure is looking for Shore Excursions Manageron behalf of Azamara Cruises.
The Shore Excursions Manager develops and executes tactical & marketing plans to achieve financial targets and ensures the effective marketing and selling of all Shore Excursions and merchandise.
Key Responsibilities

• Knows our safety, environmental and brand standards and holds team accountable for executing against them at all times.
• Maintains an inventory of available tours on a cruise-by-cruise basis to maximize sales and drive guest satisfaction.
• Proactively identifies and develops new revenue strategies and implements new ideas for operational efficiencies.
• Proactively negotiates with Tour Operators to reduce and avoid payment of minimums.
• Manages the Shore Excursions desk operation to ensure optimum coverage.
• Oversees all aspects of the dispatch and shuttle operation (including AzAmazing evenings) to ensure a safe, smooth and efficient process.
• Responsible for managing guest complaints and follow up in a timely manner to ensure resolution and guest satisfaction.
• Ensures guest facing communication is professional, on brand and visually appealing (desk, pier, dispatch).
• Consistently maintains quality control of the tour program and preferred Shopping Program through scheduled visits and audits.
• Actively observes service quality and ensures that our Go Further standards are followed at all times; facilitates complete guests satisfaction.
• Makes sensible business decisions to achieve both immediate and future success of the operation.
• Works with tour operators and shoreside GTO team to identify and recommend new or enhanced shore excursions and share feedback on existing tours in program.
• Actively works from an entrepreneurial perspective and displays a business ownership mentality.
• Stays abreast with latest trends in tourism industry.
• Identifies new opportunities based on local market trends and shares with GTO shoreside team.
• Exhibits professional leadership presence, positive energy and passion in all situations.
• Stays \”above the line\” and accepts ownership for achieving results in all areas of accountability including SGI, ratings, revenue, expenses, workplace safety and crew satisfaction.
• Achieves business results through the delivery of an exceptional customer service experience.
• Inspires team by providing support, encouragement & motivation to succeed in their job performance and duties.
• Fosters team unity and inspires commitment to Azamara Cruises.
• Collaborates well and works up, down and across the organization with their peers and other departments and Hotel Director & Business Operations Manager.
• Partners with other revenue areas to cross promote products.
• Works with Future Cruise department to promote and sell future Shore Excursions.
• Directs, coaches, supports, supervises and evaluates, the job performance of the Shore Excursions team to strengthen their current performance and prepare for future advancement.
• Is a role model for others and serves as a positive ambassador of Azamara Cruises.
• Creates a climate of trust and mutual respect.
• Resolves conflict with fact-based communication.
• Ensures team is well trained and capable of consistently delivering against brand standards.
• Proactively identifies talent and coaches and develops direct reports and high potential members of the Shore Excursions team
• Responsible for effectively managing the time and attendance of their own and direct reports\’ work and rest hours in accord with MLC regulations and company procedures.
• Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.
• Fully familiarized with financials behind the business, gross vs. net and impact upon targets.
• Is fully familiarized with the ASR invoicing system and the EOV reporting.
• Ensures team members are utilizing \”Tour Mapping\” knowledge to drive revenue by actively promoting and upselling Shore Excursions.
• Develop & implement tactical & marketing plan for each voyage to achieve financial targets.
• Exhibits professional presence, positive energy and passion in all situations.
• Achieves business results through the delivery of an exceptional customer service experience.
• Assist with staff induction and operational training to new members of the Shore Excursions team. Offers continuous on the job coaching and training to all team members.
• Accepts ownership for achieving results in all areas of accountability including SGI, ratings, revenue, Workplace Safety.
• Collaborates well and works up, down and across the organization with their peers and other departments.
• Is a role model for others and serves as a positive ambassador of Azamara Cruises.

Education/Experience/Qualifications:

• Minimum of one (1) year as Shore Excursion Assistant Manager.
• Minimum of two (2) years shipboard experience in a Shore Excursions position or experience managing a land based travel agency and tour operation; directly responsible for managing 4-10 employees.
• In depth knowledge of ports, tours and itineraries (required).
• Sales background preferred.
• Superior customer service, team building, problem & conflict resolution skills.
• Strong analytical skills or previous experience in revenue management required.
• Excellent public speaking skills, confident speaking in front of large audiences.
• Very strong communication, problem solving, organizational, decision making coaching and interpersonal skills.
• Strong planning, coaching, organizing, staffing, controlling, and evaluating skills.
• Excellent working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint or related programs required.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Financial acumen.
• Schengen Visa is required for restricted nationalities.
• Completion of one (1) contract as Shore Excursion Assistant with a performance rating of satisfactory or above along with demonstrated leadership skills.
• Completion of two (2) contracts as Shore Excursion Staff with a performance rating of satisfactory or above along with demonstrated leadership skills.
• No disciplinary action on file for the last 12 months.
• Ability to speak English clearly, distinctly, and cordially with guests.
• Ability to read and write English to understand and interpret written procedures.
• This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors, and co-workers.
• Ability to speak additional languages such as Spanish, French, or German is preferred.