Dir Lux Shipboard Shore Ex & Operations

Basic Purpose

This role serves as the critical link between shipboard Destination Services teams and our shoreside regional product teams for The Luxury Group, Oceania Cruises and Regent Seven Seas Cruises. The role is accountable for onboard commercial performance, operational execution, and shipboard team leadership, while ensuring that real‑time shipboard insights, guest feedback, and operator performance observations are systematically fed back into shoreside product strategy and decision‑making.

This allows us to refine products, elevate quality, and improve alignment between what is sold, what is delivered, and what guests experience.

This position ensures that onboard sales are maximized, guest experiences are delivered flawlessly, and product standards are consistently upheld across every voyage. A key objective of this role is to measurably increase guest satisfaction scores related to destination experiences as well as our onboard Destination Services teams, ensuring experiences delivered ashore consistently meet the same luxury standard as the onboard product.

• Act as the primary conduit between The Luxury Group’s shipboard Destination Services teams and shoreside regional product teams and leadership, ensuring consistent alignment, transparency, and executional clarity
• Translate onboard guest feedback, operational learnings, and sales performance into structured, actionable insights for shoreside product teams and leadership
• Provide regular, data‑backed feedback on tour quality, operator performance, and guest sentiment to support product refinement and strategic decision‑making
• Support shoreside product leaders during new product development, testing, and rollout. This can extend beyond The Luxury Group to product for all NCLH brands
• Conduct product knowledge training for global shoreside teams, including visiting regional offices (Southampton/Germany etc.) at least once a year

• Drive onboard destination revenue performance and guest satisfaction scores across The Luxury Group
• Partner closely with shipboard leadership to optimize sales approaches, onboard storytelling, and guest engagement
• Design, implement, and continuously refine commission and incentive structures that motivate shipboard teams while aligning with brand and financial objectives and meeting key KPIs
• Identify new onboard sales techniques and revenue opportunities informed by guest behavior and voyage‑level performance

• Lead, mentor, and oversee onboard Destination Services teams and Fleet Managers for The Luxury Group, assigning priorities and driving consistent execution across the fleet
• Foster a culture of high performance, accountability, and guest‑centricity onboard
• Ensure comprehensive training frameworks are in place, including product knowledge, delivery skills, luxury service standards, and brand alignment
• Support talent development, succession planning, and engagement across shipboard teams

• Ensure flawless end‑to‑end operational execution of all shore excursions and destination experiences on each voyage
• Serve as the primary liaison with shipboard operations to ensure smooth delivery from booking through return to ship Proactively identify and resolve operational risks, service failures, and guest recovery needs, maintaining luxury service standards and ensuring guest satisfaction remains high
• Ensure shoreside product intent is accurately represented and executed onboard
• Drive improvements in guest satisfaction metrics related to destination experiences and onboard Destination Services teams. Partner with shipboard leadership to ensure consistent luxury service behaviors before, during, and after ashore experiences

• Conduct ship, port, and operator visits to evaluate product delivery against contracted standards and brand expectations‑ this can extend beyond The Luxury Group to all NCLH brands as needed
• Perform spot checks and audits to validate that experiences delivered ashore meet quality…