Director, Shore Excursion Compliance in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 11/25/2019

Job Snapshot

Job Description

POSITION SUMMARY:

 

The Director of Shore Ex Compliance will be responsible for monitoring accidents and safety concerns involving tours and tour operators. He/She coordinates with tour operators to require documentation confirming compliance with applicable legal or regulatory requirements, if any.  The position verifies whether the independent shore excursion providers implement loss prevention policies. The Director monitors internal and external safety incident reports.  The position manages the shore excursion due diligence review function and monitors corrective actions taken by the independent shore excursions providers following incidents.



ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Manage the team responsible for monitoring safety reports or concerns received about tour programs worldwide for Royal Caribbean International, and Celebrity Cruises.
  • Responsible for monitoring safety concerns received from passengers, crew, guest of third parties involving independent tour operators.
  • Oversee process by which guest incidents and comments are reviewed by the internal team and sent to Tour Operator for follow-up.
  • Work with CARE Team, Product Managers, Global Security and Tour Operators following incidents throughout global footprint to ensure guest has necessary support and care following incidents which require medical treatment.
  • Manage global database to store all Tour Operator documentation and work with product and finance team to issue RFPs through same data base.
  • Lead audit of tour operations safety survey and safety management systems. 
  • Develop and continually improve the tour evaluation process.
  • Represent the corporation at selected governmental meetings, association functions, cruise industry events, travel industry conventions, and other meetings as required.
  • Coordinate and assist in developing shore excursion descriptions so that all guests have the appropriate understanding of tour physical requirements.
  • Evaluate the quality of post incident investigations and ensure adequate corrective actions by shore ex operators.
  • Lead efforts and coordination with Risk Management and Global Security on suspension or reinstatement of tours following incidents.
  • Drive insurance monitoring program in conjunction with Insurance department of Risk Management.
  • Liaise with Legal and Tour Operators during contract negotiations to discuss and explain certain provisions of the standard GTO contract.

    This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Job Requirements

QUALIFICATIONS:

  • Bachelor’s degree required
  • Ten years of experience in safety or insurance preferable cruise lines, hotels, resorts.
  • Previous exposure to global shore excursions or tour operations a plus
  • Working knowledge of Salesforce, Riskonnect or Salesforce platform a plus.

KNOWLEDGE AND SKILLS:

  • Excellent knowledge of destinations and tour operations
  • Excellent interpersonal skills to communicate with guests, international vendors and all levels of employees and management, both shipboard and shoreside.
  • Ability to effectively present information to top management, public groups, and/or board of directors

Physical Demands:
While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.  The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirement includes distant, close and color vision, and ability to adjust focus

Work Environment:
Travel 20% at the time

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office, travel to other offices, possibly travel domestic and international, and work in shipboard functions. A high noise level is possible if visiting shipboard or offsite locations.

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