Holland America Line

Fleet Manager Shorex

Recruiter:
Holland America Line
Category:
Shore Excursions Jobs
Position:
Shore Excursion Manager
Published:
1 July 2024

Department: Shorex

Employment Type: Fixed Term Contract

Description

Fleet Manager Shore Excursions is responsible for reviewing processes, guest satisfaction, shore excursion services, maximizing sales, and determining training needs on a periodic basis.   As a Sales lead, they will be driving the revenue achievement through creative goal setting for each manager and team of the fleet.   A key area of focus will be training of shore excursion team on advance sales skills and techniques to improve guest experience while optimizing guest experience.  They create and implement fleet-wide initiatives to improve key business metrics across the Holland America fleet.  Fleet Managers  ensure to audits on health regulations requirements are followed as per local legislations. 



Main responsibilities

Monitor budgets for each ship and implement improvements while providing documented observations on performance compared to established key business metrics.  Document sales strategies implemented and provide a monthly summary of results.

 

Visit multiple ships within a short window to review the performance of the team, products, services, and revenues. 

 

Conduct monthly reviews of shore excursion venues & tours, where needed and allowed by local regulations.

 

Evaluate shore excursion processes, procedures, and policies to identify where improvement modifications are needed. Identify training needs of onboard Shore Excursion staff & establish smart action plans with the Shore Excursion managers. 

 

Develop and implement training programs that facilitate product tracking, analyzing, reporting, and problem-solving.   

 

Conduct software training needs assessment by collecting information pertaining to work procedures, workflow, and reports; understand job-specific functions and tasks.   Determine software utilization requirements by troubleshooting and testing onboard systems in conjunction with IT staff.    Conduct training classes by presenting job-specific, company-specific, and generic software applications. 

 

Establish and implement a new employee orientation process by conducting training in the sales process, developing individual coaching plans, and providing resources.   Update job knowledge through educational workshops, reviewing publications, participating in professional organizations, and understanding industry trends. 



Desired Skills & Experience

Experience in leading sales activities with tour packages and destination management services is required.   Applicant should have managed a team comprising a of minimum five members for three tenure in a managerial capacity.    
Ability to train shore excursion workforce &  mentor managers. 
Ideate and implement marketing activities,  sales techniques, and strategies.  
Effective communication skills including, the ability to present, write and converse eloquently in English.      
Knowledge of cruise line operations and shipboard shore excursion operations 

Familiarity with MXP, Polar and WebRes, Fidelio, Lotus Notes, and Ship Star preferred 

Proficiency in all Microsoft programs 



Careers at Holland America Line offers .....

Holland America Line offers an unparalleled opportunity for you to be immersed in a unique global workplace,  with as many as 70 nationalities represented on board our ships.  
Every day, thousands of guests board our ships. There are hundreds of job titles at Holland America Line, but all of us have the same goal — to be the world's best hosts.


Holland America Line

Holland America Line

www.hollandamerica.com

Holland America Line has been operating for more than 140 years and we are a recognized leader in the cruise industry, operating a fleet of premium mid-sized ships. We believe travel has the power to change the world and we take pride in playing our part in opening minds, building connections, and inspiring a shared humanity. Our fleet of 14 ships visits all seven continents and annually offers more than 500 cruises to more than 400 ports of call in close to 100 countries. Holland America Line crew members are the heart of the operation and work enthusiastically to ensure that each guest has a memorable vacation.


View all jobs