Manager Destination Services Shorex

BASIC PURPOSE Responsible for the day-to-day operations of the Shore Excursions for all brands under the NCLH umbrella for their assigned regions. Serves as the main point of contact in assuring that all Shore Excursions are up to date and liaise with operators for any new additional shore excursions. POSITION RESPONSIBILITIES Provide daily operational management of tours worldwide for all brands, while working with the Director Data Systems in entering tours into NVS/Seaware. Work closely with the team in assuring all tour blocks/timings are received on time and all materials are up to date. Work closely with ground operators worldwide to ensure tours are setup and ran accordingly. Keeping Onboard Destination Services/Shore Excursions Managers updated with relevant information pertaining to tours and ground operators. Work closely with Marine Ops to request or accommodate itinerary changes. Identify and create tours with operators that are suitable for mobility-challenged guests, working with Groups for custom tours, and overseeing V.I.P requests for Shore Excursions. Prepare Authorization letters for operator when needed to allow them port access to our ships as appointed NCLH operators. Responsible for researching new ports and sourcing new ground operators, evaluating existing tours to determine updates, evaluating new tour offerings for program inclusion, updating Retail Masters accordingly, and assisting Commercial Development team in the pricing of new tours. Responsible for assuring all new tour descriptions are received and correcting any errors in existing tour descriptions. Disseminate information on any shore excursion programs/policy updates to the appropriate departments. Work with management and Commercial Development Team with respect to providing potential operator information and feedback on operators. Determine cost feasibility to run tours that dont reach minimum participation levels, and appropriate actions as relates to possible compensation for tour complaints. Staying abreast of events happening around the world that might impact our ships/programs and informing the appropriate parties, while being available to all ships for problems or questions that may arise including after office hours per assigned region and being available to Guest Relations to assist with resolutions of tour problems. Work with the Ocean International Sales & marketing department to create alternate language tour packages. Maintain close working relationships with the top shore excursion producing clients. Day-to-Day supervision of coordinators, assign tasks and responsibilities to coordinators, including coaching, disciplinary actions, etc). Determine appropriate actions as relates to possible compensation for tour complaints. Determine cost feasibility to run tours that dont reach minimum participation levels. Work with Chief Pursers and Commercial Development team in ensuring funds are available onboard to pay operators that demand cash payment on the pier, preparing deposit requests for operators who require advance deposits. Perform other job related functions as assigned. DIMENSIONS Daily operational management of over 5,000 tours worldwide for all brands. KNOWLEDGE AND EXPERIENCE EDUCATION Bachelor’s Degree in related field of study or any equivalent combination of relevant background and work experience. EXPERIENCE Minimum 5 years’ experience in Shore Excursion development. KNOWLEDGE & SKILLS Knowledge and competency of NVS/Seaware, along with Microsoft Office, Word, Excel and Microsoft Query. Ability to assimilate and summarize details as appropriate to support decision-making. Ensures that work meets departmental and organizational standards, while working in a fast paced, multi-tasked and deadline driven environment. Abilities to operate in a team driven environment and accept immediate project responsibility. Strong Customer Service, Communication (Written and Verbal) and Interpersonal skills. Ability to accomplish assignments displaying detail orientated and well-organized work in an independent manner.. EQUAL OPPORTUNITY EMPLOYER It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. #J-18808-Ljbffr