Specialist, Shore Excursions Operations

Job Description Manages end-to-end group and charter shore excursion requests and enquiries by aligning tour allocations, group size, venue capacity, and available products, while collaborating closely with Product Managers and tour operators to deliver optimal, customized experiences that maximize revenue and guest satisfaction. Provides service and operational support for airport transfers, transportation, and meet & greet programs, including vendor setup, day-to-day operations, and maintenance of policies, procedures, and content. Partners with onboard and internal teams to support large groups, charters, and incentive programs, including coordination during irregular operations, ensuring seamless execution and operational efficiency. Oversees airport transfers online guest feedback and manages website descriptions, ensuring accuracy, continuous improvement, and alignment with the guest experience. On a monthly basis, report out on fleetwide performance & benchmarking. Essential Functions: Airport Transfers: Monitor sales performance and proactively address opportunities for increase in take rate. On a monthly basis, report on sector's performance. Ensure transfer services are open for active voyages. Serve as the main point of contact for all transfer operators and in-house personnel for inquiries or service-related questions, operational or set-up related issues. Works to troubleshoot and resolve any transfer matters that 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 dialogue. Manage daily and irregular operations, including conducting homeport site inspections to ensure service providers perform in line with contractual obligations and brand standards. Oversees brand compliance by managing the ordering, inventory, and deployment of signage and collateral supporting airport transfer operations. Groups & Charters: Coordinate with internal and external stakeholders to drive awareness and maximize group shore excursion revenue, while enhancing the overall guest experience. This includes casino groups, event planning groups, and charters to customize tours as required. In coordination with product managers and shipboard teams work with tour operators to increase allotments, add additional departures, negotiate, privatize and/or customize group business in order to maximize revenues from all groups and charters. Communicate all logistical requirements for group shore excursion programs and provide support to shipboard teams on procedures for confirmed group shore excursions. Coordinates training sessions to educate business partners in our internal sales channels (PVPs, Call center, Travel Agents etc) Content includes what's new in shorex, group shorex: what it means, what are the benefits and how to book. Highlight top venues for large groups. Manages timely invoice submissions and processing through company systems, including MXP and Navigator, ensuring accuracy, compliance, and efficient workflow across designated service platforms. Knowledge, Skills & Abilities: Scope: Responsible for managing groups and charters shore excursion requests by securing tour allocations aligned with group size, venue capacity, and available product offerings. Collaborates closely with product managers and tour operators to design and deliver tailored experiences that maximize revenue and enhance guest satisfaction. Provides service and operational support for airport transfers, transportation, and Meet & Greet programs, and timely follow up and resolution of service-related issues. Problem solving: Demonstrates strong problem-solving capability by effectively managing tour allocations in alignment with group size, venue capacity, and available product offerings to meet specific group requirements. Evaluates operational constraints and guest expectations to identify the most suitable solutions, ensuring optimal utilization of inventory while maintaining service quality. Works in close collaboration with product managers and tour operators to source, adapt, or customize experiences. Impact: The role supports sales and revenue growth for Shore Excursions within groups and charters by identifying, developing, and optimizing excursion options that meet group needs and maximizing opportunities. Leadership: While this role may not have direct reports, it requires strong cross-functional leadership and influence. The specialist is expected to manage relationships with internal stakeholders and external partners, often leading initiatives or tasks related to shore excursions. The role demands the ability to coordinate across departments, manage timelines, and ensure alignment among diverse stakeholders. Qualifications: Degree in Management, Hospitality, Logistics, Business Administration (Associate's degree required, Bachelor's preferred) Travel industry certification preferred 3+ years of dynamic business experience in the travel and service industry with great emphasis on product quality. Solid negotiation skills strong business ethics be able to analyze and resolve issues independently. multi-tasking capability in complex situations Strong Computer skills especially in Microsoft Office with emphasis on Excel and Power Point self starter, takes initiative with minimal supervision ability to manage time and adhere to time sensitive deadlines Must possess excellent organizational, interpersonal, and communication skills 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. 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 #J-18808-Ljbffr