Specialist, Shore Excursions Operations

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.

• 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.

• 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…