OCEAN - Shore Excursion Manager

JOB DESCRIPTION

SHORE EXCURSION MANAGER

A VIKING LEADERSHIP ROLE

As a Viking Shipboard Leader, you represent Viking’s values and leadership philosophy (Hávamál). You are a hospitality professional who demonstrates passion for excellence, who takes ownership for your areas of responsibility, and who believes in empowering your team with the skills, knowledge and tools to succeed. You are an exceptional role model for the Viking Family and have strong motivation to achieve the company’s goals and objectives. You are flexible, stress resistant, focused, and a truly committed team member.

PURPOSE OF POSITION

• The Shore Excursions Manager manages & controls the presentation, promotion, supervision and arrangement of all shore excursions offered in the various ports of call and onboard Viking Oceans’ Ships.
• It is your duty to ensure that guests receive efficient and courteous assistance on all tours, in accordance with Viking’s STAR Service Standards and to create a friendly, guest-oriented service culture to ensure guest satisfaction and repeat business, which in turn, will increase revenue and profitability of the company.

YOUR RESPONSIBILITIES

• Liaise with local tour operators to confirm reservations, buses, guides etc.; manage & control shuttle bus operations, when applicable.
• Ensure the smooth dispatch and operation of all shore excursions; coordinate all shore excursions including the audio equipment required for each excursion.
• Ensure that local guides are briefed and instructed accordingly, prior to each shore excursion and ship escort; Host and dine with guests, when necessary.
• Supervise the sales of tours; take proactive action to promote and sell shore excursions.
• Monitor the quality and service of all shore excursion operations, ensuring that all service delivery is in line with Viking’s STAR Service Standards.
• Present Port Talks with the Cruise Director about each port of call, in the Star Theater.
• Liaise and communicate closely with the Guest Services Manager, with regards to the daily scheduling of the Explorers Team, and provide ongoing support to ensure a smooth operation.
• Demonstrate the ability to handle difficult guests and/or situations with grace, professionalism and rational thinking and the ability to present adequate solutions.
• Organize guest and crew disembarkation in conjunction with all relevant parties to ensure proper execution.
• Provide the highest level of comfort and service to guests, as per Viking’s STAR Service Standards and all Public Health Policies; manage service according to guest flow.
• Lead and support a multi-cultural team, maximizing crew satisfaction, productivity and retention; meet with Team Leaders on a daily basis for “The Daily Reunion”, to provide feedback & operational updates as well as to ensure that your department is performing to Viking’s STAR Service Standards.
• Provide the necessary guidance/training and information to the Shore Excursions Team and Explorer’ team, in accordance with company standards and operational needs.
• Provide competent leadership to all direct reports. Responsibilities include, but are not limited to: Conducting performance reviews, including discipline as needed, ensuring Maritime Labor Convention (MLC) compliance and onboard training, succession planning, crew communication and recognition.
• Uphold impeccable grooming standards within your team at all times by complying with Viking’s Image and Uniform Standards; ensure that company property is appropriately secured and protected, especially during rough weather conditions, in order to prevent unnecessary loss or damage.
• Have in-depth knowledge and ensure your team are knowledgeable about company products, cruise destinations & procedures, and provide the necessary training to improve your team’s shore excursions and port knowledge, when needed.
• Positively contribute to achieving/succeeding Shore Excursions KPI goals (quality & financial) for the Shore Excursions Department; have full knowledge about safety & security procedures and can operate in line with all Public Health, Environmental and Safety & Security Policies; participate in all training concerning onboard training, safety & security, fire prevention, evacuation exercises as required by the company.
• Perform additional duties, upon instruction from supervisors.

This document describes the primary activities, duties and responsibilities of this position. Your manager or supervisor may assign additional duties and responsibilities to you.

YOUR PROFILE:

• A required minimum of 3 years plus experience in a management position; must have in-depth knowledge of Viking Oceans Ports of Call and experience working on an ocean ship.
• Fluent in English - must be able to address any kind of information in an adequate manner with excellent oral and written English communication skills – the ability to speak an additional language is an advantage.
• Must have experience in leading multi-cultural teams; flexible, stress resistant, committed team player; must demonstrate the ability to work independently.
• Strong administration skills are preferred and must be proficient with PC based databases, spread sheets, and word processing systems; must demonstrate the ability to work independently.
• Guest-focused, service-oriented, positive personality, professional appearance and impeccable hygiene standards are required, with excellent knowledge of all Public Health Policies; team builder with exceptional work ethic, motivational skills and coaching abilities.

GUIDELINES AND REGULATIONS

• Implement Standard Operating Procedures & STAR Service Standards within the department.
• Ensure appropriate appearance and clothing according to the updated Grooming Standards.
• The company reserves the right to change/extend this job description if necessary, at any point of time during her/his employment.

Position: Shore Excursions Manager         

Supervisor: Financial Officer, Product Development Manager

Head of Department: Financial Officer

Direct reports: Assistant Shorex Manager, Senior Shorex Staff, Explorers Agents on Shore Excursion Duty