Job Description
JOB PURPOSE Job Purpose The Corporate Tour Manager supervises MSC Fleet Shore Excursions offices and personnel to ensure the highest standards of customer satisfaction and generate the maximum possible revenue from the sale to guests of optional Shore Excursions in every port of call of all ships based in Caribbean and North America, including Canada/New England and Alaska.
KEY ACCOUNTABILITIES • Coordinates and supervises all Shore Excursions activities onboard
• Monitors the general fleet progressive Revenue Performance and Budget trend and intervenes whether needed to ensure Company Targets are met.
• Keeps updated and implements new standard procedures for all on board Shore Excursions dept.
• Pricing and Budget definition in cooperation with Shorex Analyst
• Identifies competitive threats and consumer trends within the assigned geographical region and strategizes appropriate responses
• Analyzes guest service scores by region and develops tactics to ensure continued improvement
• Performs Ships visits to monitor Business and Team performances, provides Training to Teams and supports it to guarantee highest service and maximum revenues are generated.
• Performs site inspections to support Product Development Team in identifying new possible shore excursions and/or give guidance for already existing.
• Responsible for development and Management of new Shorex related business to enhance Company's revenues and Guests satisfaction (e.g. Shopping Program; Bike Excursions, etc)
QUALIFICATIONS (skills, competencies, experience)• Fluent English. Any other language is a very strong advantage.
• A current and accurate knowledge (historic, geographical, cultural and commercial) on most of ports of call in the designated program and a detailed understanding of the excursions conducted in those ports, focusing on Caribbean and North American ports.
• Around 10 years' experience in the position of: a Tour Manager in the cruise industry or on land; tour operator, with particular focus on Alaskan, Caribbean and North American destinations
• Knowledge of Otalio or any other Cruise reservation and ticketing systems is an advantage.
• Above average knowledge of the Microsoft suite of office products including Excel, Word, Outlook and PowerPoint
• Ability to travel up to 30% of the time
• Drive
• Customer Focus
• Analytical Skills
VISA REQUIREMENTS (if any)• US Passport or US Permanent Resident
• Must hold a valid passport
• MSC Cruises is an E-Verify employer
#LI-AS2 #LI-Hybrid
Job Tags
Permanent employment,