Manager, Shore Excursions Operations Process & Optimization

The Shore Excursions Operations Process & Optimization Manager will support the day-to-day operation of the apportioned existing 2000+ excursions provided by 300+ partners in 60+ ports of call covering 20+ countries. Focused on improving operational effectiveness and enhancements, including tour dispatch and all other processes. Manages Tour Operator evaluations review, follow up with Tour Operators on: Tour Operator evaluations, Bazaar Voice & TGEM comments, major incidents/accidents. The Manager will be the main point of contact for tour operators with regards to the shore excursion program, to include but not limited to the quality of shore excursion provided by a tour operator and its delivery to the guest; the safety factors pertaining to each shore excursion; the operational/logistic set-up for each tour provided.

Essential Functions:

• Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and accountable for overall performance of the ships assigned.

• Review and advise on shipboard policies, procedures and guidelines that ensure a safe and efficient working environment for the Shore Excursion staff. Continuous improvement of the tour dispatching process and focused on the efficiency of all operational processes. Manages inventory, ordering, and procurement of Carnival Adventures promotional materials, including booklets and promotional branded items. Manages Ticketless (TourTix) deployment and maintenance operations; leads and collaborates on operational initiatives across Carnival Corporation exclusive ports and destinations, including auto-assignment processes and inventory/allocation management, while partnering with Carnival Corporation sister brands to ensure aligned operations and revenue maximization opportunities.

• Serves as the main point of contact for tour operators with regards to the shore excursion program, manages the operational/logistic set-up for each tour provided. Leads cross-functional collaboration with Marketing, Product Development, IT, and Operations teams, supporting product enhancements, IT initiatives, and marketing efforts across both printed and digital collateral.

• Train tour operators and guides on sales/service skills and emergency response. Responds to incidents, accidents and major guest complaints. Handles all itinerary changes and deviations, management of timely invoice processing and approvals, and customer service. Partner on safety factors pertaining to each shore excursion and ensure proactive prevention plans.

• Analyze and recalibrate the performance of all shore excursion offerings for quality, guest satisfaction and overall impact on the program. Partner with the Shorex Product Development Managers to make improvements. Perform visits for site inspection to ensure service provider are performing as contracted and address accordingly.

• Monitors feedback on tour quality (tour operator’s quality of service) provided by guests via qualtrics, Bazaar Voice, ICare  and the operational feedback received from the Shore Excursions teams. Compiles feedback qualitative data and follows up with the tour operators concerning the quality of shore excursion provided by a tour operator and its delivery to the guests.

• Assure the delivery and quality of the contracted services with every call. Assure constant communication between shipboard teams and Tour Operators. Works to troubleshoot and resolves any Shore Excursion matters that may arise.

• Maintain and build strong relationships with all service providers, outside entities, management and internal colleagues by implementing communication strategies that promote open, honest and effective dialog.

Knowledge, Skills & Abilities:

• Scope: Responsible for day-to-day operational oversight of the Carnival Adventures shore excursion program across assigned ships and ports, ensuring consistent execution, service quality, and safety standards. Acts as a key liaison between shipboard teams, tour operators, and shoreside stakeholders, with regular involvement in ship visits, port inspections, and cross-functional coordination. Makes real-time decisions to resolve operational issues, including guest experience, logistics, vendor performance, and itinerary changes. Evaluates and addresses service gaps, implements corrective actions, and prioritizes resources to maintain smooth tour delivery. Provides recommendations to enhance processes, improve efficiency, and performance, while balancing multiple operational priorities across ships, ports, and stakeholders.

• Problem Solving: Troubleshoot and resolve operational issues across shipboard and shoreside environments, including escalations from Fleet Ops Managers. Respond to incidents, accidents, and major guest complaints; implement corrective actions and incident/accident follow up call processes with Tour Operators where required. Manage itinerary changes, deviations, payment discrepancies, and customer service challenges in real time. Identify operational inefficiencies in dispatching, tour execution, and logistics; implement continuous improvement solutions. Analyze guest feedback and operational data (Qualtrics, Bazaarvoice, iCare) to diagnose trends and address root causes. Ensure compliance with safety standards and proactively develop prevention plans for shore excursion operations. Conduct site inspections and vendor performance reviews to address service gaps and contractual compliance.

• Impact: Drive operational efficiency and incremental revenue through proactive initiatives and process enhancements. Influence overall performance of assigned ships through direct operational support and accountability. Enhance guest satisfaction by improving tour quality, delivery, and service consistency. Strengthen the shore excursion program through data-driven performance analysis and recalibration of tour offerings. Support successful execution of key programs including ticketless operations, inventory management, and excursion delivery. Contribute to seamless coordination of groups, charters, and airport transfer operations. Ensure consistent delivery of contracted services across all ports of call.
• Leadership: Serve as a key liaison between shipboard teams, tour operators, and shoreside leadership. Lead cross-functional collaboration with Product Development, Marketing, IT, and Operations teams. Mentor and support shipboard teams; provide guidance on operational standards, policies, and best practices. Lead training initiatives for tour operators and internal teams, including sales, service, and emergency response. Act as Manager on Duty and provide coverage for Fleet Ops Manager responsibilities as required. Facilitate communication strategies that promote transparency, alignment, and strong stakeholder relationships. Lead Virtual FAMs and knowledge-sharing initiatives to elevate team performance.

Qualifications:

• Bachelor's Degree in Management, Hospitality, Logistics, Business Administration

• 8+ years of related experience, inclusive of 3-5 years in logistics and quality assurance, preferably in travel industry

• Proficiency in Microsoft Word, Excel, Outlook, Publisher and PowerPoint   

• The ideal candidate should have Project Management skills, the ability to analyze large amounts of data; think critically or be able to analyze situations or statements and determine their validity; ability to manage complex projects; big picture & systemic thinking - always think in terms of integrated processes, interconnected systems and how they interact with and affect each other;  tech-savvy and ease with new products; ability to spot details in complex projects; soft and hard sales skills; awareness of internal and external customer needs; adaptable and comfortable with the urgent pace imposed by the shipboard operations. 

Travel: Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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