Shore excursion staff - NCL

ESSENTIAL FUNCTIONS
• Represents the image of the company and perform all activities in an enthusiastic
and professional manner.
• Works at the Shore Excursion desk; pier and/or remote location conducting tour
sales and assists guests and answers questions.
• Staff is to ask open ended questions regarding the guests tour expectations,
recommend tour options, upsell when possible and close all tour sales sold by
Norwegian.
• Promotes all excursions included in the itinerary, answer guests question concerning
local port highlights & general port information.
• Resolves issues related to an excursion by utilizing all tools provided in the Shore
Excursion Guest Service Standards Policy.
• Assists with tour ticket delivery & voyage preparation.
• Assists with end of voyage and end of month inventories.
• Escorts and evaluate tours as needed.
• Promotes, sells & guides the Behind the Scenes Tours.
• Regular duties also include: cross training employee candidates and the training new
employees. Managing and conducting tour dispatches from a ship lounge or from
the pier.
• Assist with other onboard activities such as but not limited to Pier Welcome Back,
and Guest Engagement as required by onboard management.
• Familiar with the roles and responsibilities of the Assistant Shore Excursion Manager.
• Must be able to provide effective Shore Excursion briefings and conduct Q & A
sessions with guests and colleagues.
• Performs other related duties as assigned or as directed. The omission of specific
duties does not preclude the supervisor from assigning duties that are logically
related to the position.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS,
and carry out the policies and procedures appropriate for his/her position.
DIMENSIONS
• Responsible for oversight and maintenance of onboard shore excursion
equipment/supplies.
• Responsible for sales of various tours based on itinerary and meeting budgeted
goals.
• Oversee and provide quality service for a large passenger vessel that can include
4,000+ guests for tour sales and dispatch.

QUALIFICATIONS, EDUCATION AND ATTRIBUTES
QUALIFICATIONS
• Minimum one year of experience in guest services or sales is required; a combination
of the two is preferred.
• Intermediate to Advanced level English verbal and writing skills, including the proper
use of English grammar is required.
• Intermediate to advanced skills in typing and computer software skills (Microsoft
Word, Excel, PowerPoint, Fidelio, AS400, Mac OS) is required.
• Intermediate knowledge of a wide range of itineraries, ports and tours is required.
• Basic ability to speak additional languages such as Spanish, Italian, German, or
French is preferred.
• Basic knowledge and understanding of numbering flow “debits/credits”, adjusting
entries and corrections is required.
EDUCATION
• High school diploma or foreign equivalent is required.
• Associates degree or foreign equivalent is preferred.
ATTRIBUTES
• Passionate about sales.
• Hospitality and customer service driven.
• Passionate about hospitality and customer service driven
• Must have a professional appearance and good hygiene
• Respect for all co-workers and guests
• Pride in your work by creating positive energy, excitement and fun
• Able to work 7 days a week
• Demonstrate positive behaviors; smiling, being polite and courteous
• Able to develop a camaraderie with team members
• Ability to live in close quarters, share limited space with other cabin-mate