Manager, Shore Excursions Operations Process & Optimization

Job Description

The Shore Excursions Operations Process & Optimization Manager will support the day-to-day operation of the apportioned existing 2000+ excursions provided by 300+ partners in 60+ ports of call covering 20+ countries. Focused on improving operational effectiveness and enhancements, including tour dispatch and all other processes. Manages Tour Operator evaluations review, follow up with Tour Operators on:
Tour Operator evaluations, Bazaar Voice & TGEM comments, major incidents/accidents. The Manager will be the main point of contact for tour operators with regards to the shore excursion program, to include but not limited to the quality of shore excursion provided by a tour operator and its delivery to the guest; the safety factors pertaining to each shore excursion; the operational/logistic set-up for each tour provided.

• Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and accountable for overall performance of the ships assigned.
• Review and advise on shipboard policies, procedures and guidelines that ensure a safe and efficient working environment for the Shore Excursion staff. Continuous improvement of the tour dispatching process and focused on the efficiency of all operational processes. Manages inventory, ordering, and procurement of Carnival Adventures promotional materials, including booklets and promotional branded items. Manages Ticketless (Tour Tix) deployment and maintenance operations;
  
  leads and collaborates on operational initiatives across Carnival Corporation exclusive ports and destinations, including auto-assignment processes and inventory/allocation management, while partnering with Carnival Corporation sister brands to ensure aligned operations and revenue maximization opportunities.
• Serves as the main point of contact for tour operators with regards to the shore excursion program, manages the operational/logistic set-up for each tour provided. Leads cross-functional collaboration with Marketing, Product Development, IT, and Operations teams, supporting product enhancements, IT initiatives, and marketing efforts across both printed and digital collateral.
• Train tour operators and guides on sales/service skills and emergency response. Responds to incidents, accidents and major guest complaints. Handles all itinerary changes and deviations, management of timely invoice processing and approvals, and customer service. Partner on safety factors pertaining to each shore excursion and ensure proactive prevention plans.
• Analyze and recalibrate the performance of all shore excursion offerings for quality, guest satisfaction and overall impact on the program. Partner with the Shorex Product Development Managers to make improvements. Perform visits for site inspection to ensure service provider are performing as contracted and address accordingly.
• Monitors feedback on tour quality (tour operator’s quality of service) provided by guests via qualtrics, Bazaar Voice, ICare and the operational feedback received from the Shore Excursions teams. Compiles feedback qualitative data and follows up with the tour operators concerning the quality of shore excursion provided by a tour operator and its delivery to the guests.
• Assure the delivery and quality of the contracted services with every call. Assure constant communication between shipboard teams and Tour Operators. Works to troubleshoot and resolves any Shore Excursion matters that may 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 dialog.

• Scope:
  Responsible for day-to-day operational oversight of the Carnival Adventures shore excursion program across assigned ships and ports, ensuring consistent execution, service quality, and safety standards. Acts as a key liaison between shipboard teams, tour operators, and shoreside stakeholders, with regular involvement in ship visits, port inspections, and cross-functional coordination. Makes real-time decisions to resolve operational issues, including guest experience, logistics, vendor performance, and itinerary changes.
  
  Evaluates and addresses service gaps, implements corrective actions, and prioritizes resources to maintain smooth tour delivery. Provides recommendations to enhance processes, improve efficiency, and performance, while balancing multiple operational priorities across ships, ports, and stakeholders.
• Problem Solving:
  Troubleshoot and resolve operational issues across shipboard and shoreside environments, including escalations from Fleet Ops Managers. Respond to incidents, accidents, and major guest complaints; implement corrective actions and incident/accident follow up call processes with Tour Operators where required. Manage itinerary changes, deviations, payment discrepancies, and customer service challenges in real…