Specialist, Shorex Inventory and Operations

Job Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

The Shorex Inventory and Operations Specialist is responsible for assisting in the development of destination-based guest programs for the Holland America Line and Seabourn brands, including – shore excursions and overland tours while building and managing the inventory. This role will participate in shore excursion product development, quality control, compliance, database maintenance, activity planning, cost audit, and shipboard support.

Here’s a summary of what Holland America Line is looking for. Is this you?

Inventory Management and Optimization

• Build, manage, audit and negotiate tour inventory of up to 150,000 individual tour departures, including initial allotment build and waitlist management. Identify distressed inventory whether due to waitlist or underperformance and suggest content adjustments/cancellations as well as tour retail adjustments to drive volume. Produce reports and monitor inventory sales against plan for their region and actively seek opportunities for growth to ensure revenue targets are met or exceeded.
  
  This encompasses support for our Groups team.

Database Management, Planning & Operational Administration

• Manage Shorex Repository, MXP, pre/post database, tour and operator information, and compliance requirement items. Interface tour details and costs from bidding tool into database (MXP and the Shorex Repository) this includes shore excursions images processing based on guidance from Content Manager and Marketing. Provide product development department with necessary tools for analysis, forecasting and development.

Manage itinerary changes and adjustments/cancellations for region of responsibility

• Promptly action itinerary changes by negotiating with vendors and adjusting inventory for new, changed, and/or cancelled calls. Work closely with Shore Excursion call center and shipboard teams to amend bookings and communicate updates to the guests and travel agents on changes and product-related information. Ensure communication to guests, travel agents and internal departments is accurate and timely.

Customer service

• Bring critical information and issues to Management before they affect operations and productivity. Act as Call Center point of contact for tour, pre/post, and port information requirements. Handle inbound calls from Customer Service & Res Help, as well as Shore Excursion call center. Act as point of contact for ship staff onboard to assist with inquiries.

Compliance & Quality Assurance

• Audit to ensure data integrity between bidding tool and database. Prepare and manage reconciliation process for omitted tour operator appointments.
• Review, update and create manuals and other reference materials including new procedures and job aids as required by system enhancements and/or process changes.

• Scope:
  This role will typically be challenged with ensuring we have sufficient capacity to sell and to always negotiate best departure times and additional space to prevent guests from being put on a waitlist which results in revenue loss and customer dissatisfaction. In the event vendors are not able to accommodate additional space for the tours and/or hotels that run out of space, this position is also challenged to work with the Product Manager to research and offer alternative options/solutions to capture the business and revenue.
  
  This role requires the ability to make judgment calls to either add or delete tour departures to maximize profitability and fulfil guest demand. Often the specialists must negotiate with tour operators to ensure the HA Group obtains maximum inventory and preferred departure times.
• Problem solving:
  Analyze inventory to provide feedback to Product Manager for tour program development. Prioritize and juggle tasks concurrently across multiple systems. Monitoring waitlists (find creative solutions to accommodate demand)
• Impact:
  This role directly impacts revenue growth, guest satisfaction, and profitability by ensuring the accurate setup and maintenance of tour inventory, marketing material and operational data within company systems. Through effective inventory optimization, forecasting, and informed decisions regarding inventory allocation and cancellations, the role maximizes sales opportunities while minimizing waitlists and lost revenue. By securing optimal inventory levels and identifying alternative solutions when capacity constraints arise, this position supports both the company's financial objectives and the delivery of exceptional guest experience.
• Leadership:
  Work closely with onboard teams for inventory and operational support. Manage and negotiate tour operator inventory. Provide support to the Product Manager as needed.

• Shipboard/Hospitability Industry…