Shore Excursions Manager for Azamara Cruises

V.Ships Leisure is looking for Shore Excursions Manageron behalf of Azamara Cruises.
The Shore Excursions Manager develops and executes tactical & marketing plans to achieve financial targets and ensures the effective marketing and selling of all Shore Excursions and merchandise. 

Key Responsibilities

• Knows our safety, environmental and brand standards and holds team accountable for executing against them at all times. 
• Maintains an inventory of available tours on a cruise-by-cruise basis to maximize sales and drive guest satisfaction. 
• Proactively identifies and develops new revenue strategies and implements new ideas for operational efficiencies. 
• Proactively negotiates with Tour Operators to reduce and avoid payment of minimums. 
• Manages the Shore Excursions desk operation to ensure optimum coverage. 
• Oversees all aspects of the dispatch and shuttle operation (including AzAmazing evenings) to ensure a safe, smooth and efficient process. 
• Responsible for managing guest complaints and follow up in a timely manner to ensure resolution and guest satisfaction.   
• Ensures guest facing communication is professional, on brand and visually appealing (desk, pier, dispatch). 
• Consistently maintains quality control of the tour program and preferred Shopping Program through scheduled visits and audits. 
• Actively observes service quality and ensures that our Go Further standards are followed at all times; facilitates complete guests satisfaction. 
• Makes sensible business decisions to achieve both immediate and future success of the operation. 
• Works with tour operators and shoreside GTO team to identify and recommend new or enhanced shore excursions and share feedback on existing tours in program.  
• Actively works from an entrepreneurial perspective and displays a business ownership mentality. 
• Stays abreast with latest trends in tourism industry. 
• Identifies new opportunities based on local market trends and shares with GTO shoreside team. 
• Exhibits professional leadership presence, positive energy and passion in all situations. 
• Stays “above the line” and accepts ownership for achieving results in all areas of accountability including SGI, ratings, revenue, expenses, workplace safety and crew satisfaction. 
• Achieves business results through the delivery of an exceptional customer service experience.  
• Inspires team by providing support, encouragement & motivation to succeed in their job performance and duties. 
• Fosters team unity and inspires commitment to Azamara Cruises. 
• Collaborates well and works up, down and across the organization with their peers and other departments and Hotel Director & Business Operations Manager. 
• Partners with other revenue areas to cross promote products. 
• Works with Future Cruise department to promote and sell future Shore Excursions.   
• Directs, coaches, supports, supervises and evaluates, the job performance of the Shore Excursions team to strengthen their current performance and prepare for future advancement. 
• Is a role model for others and serves as a positive ambassador of Azamara Cruises. 
• Creates a climate of trust and mutual respect. 
• Resolves conflict with fact-based communication. 
• Ensures team is well trained and capable of consistently delivering against brand standards. 
• Proactively identifies talent and coaches and develops direct reports and high potential members of the Shore Excursions team  
• Responsible for effectively managing the time and attendance of their own and direct reports’ work and rest hours in accord with MLC regulations and company procedures. 
• Shipboard employees will be required to perform any other job-related duties assigned by their supervisor or management.  
• Fully familiarized with financials behind the business, gross vs. net and impact upon targets. 
• Is fully familiarized with the ASR invoicing system and the EOV reporting. 
• Ensures team members are utilizing “Tour Mapping” knowledge to drive revenue by actively promoting and upselling Shore Excursions.
• Develop & implement tactical & marketing plan for each voyage to achieve financial targets. 
• Exhibits professional presence, positive energy and passion in all situations. 
• Achieves business results through the delivery of an exceptional customer service experience. 
• Assist with staff induction and operational training to new members of the Shore Excursions team. Offers continuous on the job coaching and training to all team members.  
• Accepts ownership for achieving results in all areas of accountability including SGI, ratings, revenue, Workplace Safety. 
• Collaborates well and works up, down and across the organization with their peers and other departments. 
• Is a role model for others and serves as a positive ambassador of Azamara Cruises. 

Education/Experience/Qualifications:

• Minimum of one (1) year as Shore Excursion Assistant Manager. 
• Minimum of two (2) years shipboard experience in a Shore Excursions position or experience managing a land based travel agency and tour operation; directly responsible for managing 4-10 employees. 
• In depth knowledge of ports, tours and itineraries (required).  
• Sales background preferred. 
• Superior customer service, team building, problem & conflict resolution skills. 
• Strong analytical skills or previous experience in revenue management required.  
• Excellent public speaking skills, confident speaking in front of large audiences. 
• Very strong communication, problem solving, organizational, decision making coaching and interpersonal skills. 
• Strong planning, coaching, organizing, staffing, controlling, and evaluating skills. 
• Excellent 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. 
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. 
• Financial acumen. 
• Schengen Visa is required for restricted nationalities. 
• Completion of one (1) contract as Shore Excursion Assistant with a performance rating of satisfactory or above along with demonstrated leadership skills. 
• Completion of two (2) contracts 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.