Manager, Business

Job Description:

Job Summary

The Destination Experiences Manager is responsible for the development, coordination, and management of luxury shore excursion programs for Crystal guests. This role works closely with global tour operators, destination management companies (DMCs), and internal teams to design, price, and deliver exceptional shoreside experiences that meet Crystal’s standards and exceed guest expectations. The position combines operational coordination with strategic product development, ensuring all Destination Experiences are accurately created, marketed, and executed to the highest quality standards.

The role also includes daily direct contact with guests to organize private tours and reply to any questions related to our products. The overall objective is to exceed guest expectations while maintaining Crystal’s luxury standards.

Develop and curate luxury Destination Experiences and overland programs across assigned regions. Research destinations, build local networks, and collaborate with trusted partners to create unique and immersive itineraries. Select and refine tour programs in alignment with brand standards and guest expectations. Conduct site inspections when required to ensure product quality and feasibility.

Build and maintain strong, long-term relationships with tour operators, DMCs, and key partners. Act as the primary point of contact for assigned destinations, ensuring clear and consistent communication. Collaborate cross-functionally with Marketing, Sales, Reservations, Legal, and onboard teams.

Develop detailed tour descriptions, titles, codes, and operational notes with strong attention to quality and accuracy. Proofread and edit all content to ensure consistency with brand tone and standards. Upload and maintain Destination Experiences content, pricing, and conditions in internal systems and on the website within strict deadlines. Prepare cruise-specific tour programs and electronic tour books for pre-reservations (typically one year in advance).

Develop and manage tour pricing in alignment with company strategy and budget guidelines. Support budgeting processes for shore excursions, private experiences, and related services. Monitor financial performance and assist in revenue optimization and cost control.

Administer contracts, agreements, and supporting documentation (including insurance). Ensure all supplier documentation is complete, compliant, and properly filed. Work closely with Legal to ensure contractual and insurance requirements are met.

Monitor tour inventory and adjust availability in the reservation system as needed. Support day-to-day operations and resolve issues in collaboration with onboard teams and partners. Assist with customized requests, private arrangements, and group bookings. Ensure all programs are delivered smoothly and meet operational standards.

Monitor guest satisfaction through feedback, reports, and performance metrics. Continuously review and enhance offerings to maintain a best-in-class experience. Ensure all Destination Experiences are regularly evaluated, updated, and improved.

Provide support to reservations teams, travel advisors, and guests as needed. Contribute to the creation of marketing materials, presentations, and product training tools. Assist in the development of manuals and internal documentation. Perform other duties as assigned by management.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or…