Shore Excursions Operations Process and Optimization Manager

Job Description

The Manager, Shore Excursions Operations Process and Optimization 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, including tour dispatch and all other processes, including tour signage and tour operator uniforms. 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.
• Serves as 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.
• 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, payments, 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 TGEM, Bazaar Voice, ICare, Clara Bridge 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 guest; the safety factors pertaining to each shore excursion; the operational/logistic set-up for each tour provided.
• 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.

Qualifications:

• Bachelor’s degree in Management, Hospitality, Logistics, Business Administration
• 8+ years of experience, position requires a minimum of 3 – 5 years’ logistics and quality assurance experience, preferably in the travel industry.     
• Proficiency in Microsoft Word, Excel, Outlook, Publisher and PowerPoint   
• Project Management skills    

Knowledge, Skills & Abilities:

• The ideal candidate should have 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, 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. 

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. Must be able to lift in excess of 50 pounds. May need to stand for long periods of time.

Travel: Less than 25% non-shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. Work may require employee to work inside and outside with exposure to changing climate and/or operate machinery.

The range for this role’s base salary is $75,900 - $110,000.  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 7 company-wide holidays, plus an additional floating holiday 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 preschool program and wellness center at our Miami campus

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