Assistant Shore Excursions Manager for Azamara Cruises

V.Ships Leisure is looking for Assistant Shore Excursions Manager on behalf of Azamara Cruises.
The Shore Excursions Assistant Manager works with the ShoreEx team to man the assigned Shore Excursion desk hours. Provides guests services with regards to tour sales, refunds, complaints, general port and ship information. Promote, sell, upsell and cross sell tours based on guests’ demographics in order to achieve the set revenue targets. Assists with leading the Shore Excursion team. 

Key Responsibilities

• Drives revenue through in-depth product knowledge, ability to explain to guests, answer questions, make appropriate recommendations and secure reservations based on guest preferences. 
• Maintains ASR computer system and operates point of sales (POS) computer terminals.   
• Dispatch tours when in port and AzAmazing Evening complimentary event .
• Preparing and delivering tour talk presentations. 
• Preparation for the following cruise includes but is not limited to: tour talk presentation, staff schedule & duty rotation, opening hours, tour mapping, providing information for "Insider" to Print Specialist. Ensures Booking Forms and promotional materials are correct, and team coordinates timely printing.  
• Schedule appropriately desk hours, staff schedule and duties rotation and supervise the Shore Excursions Desk operations in conjunction with the Shore Excursions Manager. 
• Private Journeys: Generate additional revenue by selling/up selling & creation of private transportation & tours in the ports to onboard guests. Responsible for overseeing the creation & execution of onboard private tours. 
• Participate in shore excursions as ship escort every cruise (schedule permitting) in order to assess guest experience and gain product knowledge. Must complete an electronic Tour Survey at the end of the tour.  
• Takes ownership for guests’ issues/concerns and follows up to ensure resolution and guest satisfaction. Responsible for managing guest complaints and follow up resolution in conjunction with the Shore Excursions Manager. 
• Prepares and submits all required reports on a timely basis. Prepares all reports utilizing the computer equipment.   
• Assists Shore Excursions Manager with creating tactical & marketing plan. Ensures the effective marketing execution and selling of all revenue opportunities including tours and merchandise to achieve financial targets. 
• Lead the “Insider” ship tour on a rotation basis. 
• Provides guests with tour information for future cruises and books future tours into system. 
• Guest verbal and nonverbal communication is professional, on brand and visually appealing (desk, pier and dispatch).  
• Assumes the responsibilities of the Shore Excursion Manager in their absence. 
• Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.  
• Is fully familiarized with financials behind the business, gross vs. net and impact upon targets.  
• Is familiarized with the ASR invoicing system and the EOV reporting to be able to replace Shore Excursions Manager in their absence. 
• Demonstrates a clear understanding of “tour mapping” and the process by which we sell tours. 
• Implement tactical plan for each voyage to achieve financial targets. 
• This position is responsible for cost containment through the proper use, handling and maintenance of records, reports, supplies and equipment. Identifies potential expense reductions through cost control. Analyzes operational problems and establishes controls. Reviews timesheets and forwards to the Food & Beverage Manager for approval. May prepare a variety of reports and letters utilizing personal computer system and equipment 
• Ensures that items are requisitioned in correct quantities, within acceptable timeframes and in accordance with established control procedures. Conducts workstation spot checks to ensure items are correctly stored to minimize deterioration and waste. 
• Monitors, coaches, supports and helps motivates the team in conjunction with Manager. 

Education/Experience/Qualifications:

• Minimum of one (1) year as Shore Excursion Staff. 
• Minimum of two (2) years shipboard experience in a tours, guest relations or a customer service capacity. 
• In depth knowledge of ports, tours and itineraries (preferred).  
• Excellent public speaking skills, confident speaking in front of large audiences. 
• Sales background (preferred).  
• Very strong communication, problem solving, organizational, decision making, coaching and interpersonal skills. 
• Excellent customer service, team building and problem resolution skills. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 
• Working knowledge of computers, internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint or related programs required. 
• Schengen Visa is required for restricted nationalities. 
• Completion of two (2) contracts onboard in a Guest Relations, sales or customer service capacity and one (1) contract as Shore Excursion Staff with a performance rating of satisfactory or above along with demonstrated leadership skills. 
• No disciplinary action on file for the last 12 months. 
• Ability to speak English clearly, distinctly, and cordially with guests. 
• Ability to read and write English to understand and interpret written procedures. 
• This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors, and co-workers. 
• Ability to speak additional languages such as Spanish, French, or German is preferred. 

About Azamara

Since 2010, Azamara® has delivered a unique way to travel that we call Destination Immersion® experiences. Our intimate, club-like ships can fit in smaller ports bigger vessels can’t visit, and as a crew member, you'll experience destinations that aren’t even on the map for other cruises. With smaller ports, longer stays, and more overnights than other cruise lines, Azamara makes it easier than ever to be immersed in the heart of local cultures in the ports we visit.