Lead, Shore Excursions Operations in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 8/7/2019

Job Snapshot

Job Description

Position Summary:

This position is responsible for the successful operation of the shipboard Shore Excursions and destination delivery program including sales objectives, quality control and administrative functions.  This position will interact with shipboard management teams and collaborate on sales/marketing strategies, staff training, succession planning and the recruitment of Shore Excursions staff, diver instructors, assistant managers and managers. This position will also collaborate with Global Tour Operations to optimize tour program content and recommend adjustments based on demand trends. 

Essential Duties and Responsibilities:

  • Manages, coaches and assesses the performance of the onboard excursions teams.
  • Oversees weekly sales results by ship and develops strategies to drive incremental revenues.
  • Leads conference and/or virtual meetings with shipboard teams to discuss performance opportunities and challenges.
  • Manages Key Performance Indicators for net revenue management including upselling, package or bundle.
  • Develops tactical and strategic shipboard marketing, promotional and pricing plans in collaboration with the Director of Shore Excursions.
  • Proactively assists in identifying, developing and driving onboard sales strategies and initiatives that will result in profitable long-term growth.
  • Develops robust recruitment practices to attract and evaluate top Shore Excursion management and staff talent.
  • Liaises with scheduling to create staffing plan. Assign Shore Excursion Managers and Assistant Shore Excursions Managers contracts to maximize total fleet revenue.
  • Manages quality control systems by evaluating NPS scores and comments to obtain feedback on tour product and overall onboard operation.
  • Recommends and implements processes, policies and procedures to enhance revenue, improve safety and the efficiency of the operation. Implements procedure changes and best practices across the spectrum of guest shore excursion experience. 

 

Job Requirements

Qualifications:

  • Bachelor's degree in Business Administration required, MBA preferred
  • Shipboard working experience preferred
  • 5-7 years of Analytic or Sales experience required; Travel industry preferred.
  • 5-7 years of Hotel Operations experience preferred (in the Travel industry with focus on sales / revenue generation)
  • Must be able to travel for 3-14 days at a time.
  • Proven ability to drive sales / performance through leveraging data, relationships and setting stringent goals for success
  • Proven track record in program/project management and implementation
  • Excellent interpersonal skills to communicate with all levels of leadership, guests and employees.
  • Ability to effectively present information to senior leadership and public groups.
  • Expertise in the use of personal computers with associated software (MS office products) and communication packages.
  • Must have the natural ability to inspire and motivate largely remote sales teams around the world
  • Must be a leader that others want to follow and learn from
  • Must have excellent written and verbal communication skills
  • Be able to build relationships with decision-makers of all operational areas, as well as the team both onboard and shore side
  • Be creative, enthusiastic and always willing to go above and beyond what is expected to exceed customer expectations and revenue targets

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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