Manager Destination Services Shorex

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At Norwegian Cruise Line Holdings (NCLH), we know our future success depends on our ability to attract and retain the very best talent. Our brands deliver vacations of a lifetime with innovative product offerings, a high level of service and unique guest experiences aboard each vessel and we're continually seeking applicants who are passionate about hospitality and committed to being their personal best. As you learn more about our company, we think you will agree that there is no better time than now to become a member of the NCLH family!

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BASIC PURPOSE

Responsible for the day-to-day operations of the Shore Excursions for all brands under the NCLH umbrella for their assigned regions. Serves as the main point of contact in assuring that all Shore Excursions are up to date and liaise with operators for any new additional shore excursions.

POSITION RESPONSIBILITIES:

• Provide daily operational management of tours worldwide for all brands, while working with the Director Data Systems in entering tours into NVS/Seaware.
• Work closely with the team in assuring all tour blocks/timings are received on time and all materials are up to date.
• Work closely with ground operators worldwide to ensure tours are setup and ran accordingly. Keeping Onboard Destination Services/Shore Excursions Managers updated with relevant information pertaining to tours and ground operators. Work closely with Marine Ops to request or accommodate itinerary changes.
• Identify and create tours with operators that are suitable for mobility-challenged guests, working with Groups for custom tours, and overseeing V.I.P requests for Shore Excursions. Prepare Authorization letters for operator when needed to allow them port access to our ships as appointed NCLH operators.
• Responsible for researching new ports and sourcing new ground operators, evaluating existing tours to determine updates, evaluating new tour offerings for program inclusion, updating Retail Masters accordingly, and assisting Commercial Development team in the pricing of new tours.
• Responsible for assuring all new tour descriptions are received and correcting any errors in existing tour descriptions.
• Disseminate information on any shore excursion programs/policy updates to the appropriate departments.
• Work with management and Commercial Development Team with respect to providing potential operator information and feedback on operators.
• Determine cost feasibility to run tours that dont reach minimum participation levels, and appropriate actions as relates to possible compensation for tour complaints.
• Staying abreast of events happening around the world that might impact our ships/programs and informing the appropriate parties, while being available to all ships for problems or questions that may arise including after office hours per assigned region and being available to Guest Relations to assist with resolutions of tour problems.
• Work with the Ocean International Sales & marketing department to create alternate language tour packages.
• Maintain close working relationships with the top shore excursion producing clients.
• Day-to-Day supervision of coordinators, assign tasks and responsibilities to coordinators, including coaching, disciplinary actions, etc).
• Determine appropriate actions as relates to possible compensation for tour complaints.
• Determine cost feasibility to run tours that dont reach minimum participation levels.
• Work with Chief Pursers and Commercial Development team in ensuring funds are available onboard to pay operators that demand cash payment on the pier, preparing deposit requests for operators who require advance deposits.
• Perform other job related functions as assigned.

DIMENSIONS:

• Daily operational management of over 5,000 tours worldwide for all brands.

KNOWLEDGE AND EXPERIENCE

EDUCATION: Bachelor's Degree in related field of study or any equivalent combination of relevant background and work experience.

EXPERIENCE: Minimum 5 years' experience in Shore Excursion development.

KNOWLEDGE & SKILLS:

• Knowledge and competency of NVS/Seaware, along with Microsoft Office, Word, Excel and Microsoft Query.
• Ability to assimilate and summarize details as appropriate to support decision-making.
• Ensures that work meets departmental and organizational standards, while working in a fast paced, multi-tasked and deadline driven environment.
• Abilities to operate in a team driven environment and accept immediate project responsibility.
• Strong Customer Service, Communication (Written and Verbal) and Interpersonal skills.
• Ability to accomplish assignments displaying detail orientated and well-organized work in an independent manner..

ABOUT NCLH
Norwegian Cruise Line Holdings Ltd. (NYSE: NCLH) is a leading global cruise company which operates the Norwegian Cruise Line®, Oceania Cruises® and Regent Seven Seas Cruises® brands. The combined brands currently operate 32 ships, employ over 35,000 shipboard crew from more than 110 different countries and visit approximately 700 different port destination each year.

LEARN MORE ABOUT OUR COMPANY:

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Brand Overview
Norwegian Cruise Line
Oceania Cruises
Regent Seven Seas Cruises

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EQUAL OPPORTUNITY EMPLOYER

It is Norwegian Cruise Line Holding's policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.