Manager, Destination Experiences
Job Description
***This is a full-time office-based position out of South Florida*** Manages the development of Destination Experiences with Crystal's selected tour operator and vendor partners including tour descriptions, pricing, policies and uploading to systems Supports, motivates & manages Destination Coordinators at Crystal's corporate offices in Aventura, Florida Provides strong communication and support of the shipboard shore excursion team in the delivery and execution of the product ensuring that it exceeds luxury clientele's standards Ensures tour proposals (RFPs) are sent out according to deadlines Communicates with local ground operators, confirming services, tour manuals, pricing and any other crucial details are completed by staff according to specific deadlines of 365 days/1 year prior to sailing date of each cruise Monitors trends to ensure negotiated net cost and sell prices meets and/or exceeds targeted profitability on a tour and cruise specific basis for each trade Monitors maximize revenue opportunities with the goal of increasing participation and realizing maximum profitability Ensures all finalized tour descriptions with pricing and special notes are posted on crystalcruises.com 365 days prior to each sailing (World Cruise - may be further in advance) and available for pre-reservations Oversees all tour inventory and ensures Shorex coordinator staff is continually monitoring and checking sales, updating inventory in the reservation system for waitlisted tours and adding space to clear waitlisted tours when required Ensures that "Read only" preview for tour descriptions are available a minimum 1½- 2 years in advance for all sailings Oversees the maintenance and renewal of yearly shore excursion agreements and exhibits with up-to-date tour pricing, tour operator contact information, signatures and proof of liability insurance naming Crystal as an additionally ensured Ensures all tour operators and vendors are vetted to confirm they are reputable and licensed in their country/port of operation and meets or exceeds Crystal's high standards and requirements as listed in shore excursion agreements Oversees development of tour specific operation manuals by trade for onboard Shorex staff. Must be finalized 90 days prior to sailing & emailed to Shorex team. Manages tour operator competitive analysis for maiden calls or ports and where it is deemed a new tour operator may be needed due to service lapses and/or pricing issues Oversees the negotiation of tour net rates with local tour operators to ensure a minimum cost increase of NOT more 3-5% maximum year over year Coordinates special Destination Experiences from beginning planning stages to execution, including specialty events or customized experiences (ex: Monaco Grand Prix, Antarctica, Rio Carnival, President's Excursions, etc.). Encourages Shorex team to seek out & find the experiences that are trending, unique, innovative, and creative industry first Destination Experiences in every trade & port. Oversees Quality Assurance for our Destination Experiences by addressing any issues and or guest questions and ensures they are processed in a timely manner Completes site inspections when requested to vet tour operator and destination Oversees the monitoring and responses to external and internal customers issues and complaints regarding shore excursion delivery. Ensures all issues are addressed and handled on a timely basis. Assist coordinators with phone calls and answering guest emails, text messages, etc. when high volume is encountered. Monitors Destination Experiences representation on website to ensure all information is correct and constantly updated including tour descriptions, pricing, photos, etc. Ensures corrections and revisions and/or updates are actioned by Coordinators in a timely fashion to ensure our responses meet guests expectations of addressing issues presented making it a user-friendly experience Assigns trades to Destination Experiences Coordinators with deadlines and ensures they are updated and maintaining timelines Assumes responsibility of handling a trade and/or ports within a trade when Port Coordinators are unable to meet deadlines Any/all other projects and/or Shorex related matters as assigned by VP, Destination Experiences Oversees development of Destination Experiences electronic tour books, to be finalized & posted on crystalcruises.com 90 days prior to each sailing Ensures shore excursion books do not exceed budgeted costs Prepares budget for shore excursion books at the start of each fiscal year Monitors and distributed Crystal Private Experience requests received, to shore excursion coordinators for processing. When high volume of requests are received, assists in processing & creating custom private tours for guests. Organizes private touring arrangements for VIP guests & incentive groups, as advised by VP Destination Experiences Prepares Port Maps budget, as well as place order with Map Designer for each port Creates port map schedule at the start of the fiscal year to be distributed to Shore Excursion Managers onboard SY & SE, Map Designer Reviews Port Maps invoices to ensure accuracy prior to submitting for payment Prepares Shuttle Bus budget each fiscal year utilizing past shuttle operation records, with the goal of reducing cost, where possible, for future years. Corresponds with onboard Shorex managers for shuttle bus issues, including new docking locations, frequency of shuttle buses needed and impact of reducing shuttle bus frequency Maintains log of shuttle operation, cost overages or cost savings to aid in preparing budget for future years Assists Guest Relations, when requested, in addressing any guest comments regarding Destination Experiences Reviews Daily Tour Reports received for each sailing from Shorex Manager to address any quality assurance issues that may be remedied prior to the next sailing and/or future tours when coordinating tour programs Work closely with VP Destination Experiences on all shore excursion related matters. Responsibilities not limited to the above, as assigned by VP Destination Experiences as needed. Informal meetings on a needed basis.
Job Summary: Oversees the creation, development, and delivery of Crystal Destination Experiences. Manages Shorex Coordinators, completes site inspections and monitor's quality assurance of tour programs world-wide. Ensures each program exceeds guest's expectations while maximizing shore excursion revenues.
Essential Functions
1) Destination Experiences
2) Electronic Shore Excursion Books
3) Crystal Private Experiences
4) Port Maps
5) Shuttle Buses
6) Quality Assurance
7) Miscellaneous:
Requirements
- Must remain current in the Shore Excursion area and computerization including social media platforms
- Must possess good working knowledge of automation and familiarity with all in-house systems that are used to support the Shore Excursion Department (RES, Website, Cloud, Outlook, Excel, PowerPoint, Financial Reports, etc.)
- Must be able to continue to monitor systems and offer input and assistance in the development of automating all aspects of Shore Excursion related programs
- Constantly looks for ways to provide electronic solutions for any and all Shorex Information to ensure greater efficiencies within the Shore Excursion Department
- If needed, periodically travel to conduct site inspections, meet ground operators to strengthen relationships, or escort select Destination Experiences as assigned
Travel
If needed, periodically travel to conduct site inspections, meet ground operators to strengthen relationships, or escort select Destination Experiences as assigned
Date Posted
02/02/2023
Views
12
Positive
Subjectivity Score: 0.8
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