Fleet Manager, NCL Shore Excursions Sales & Operations

The Fleet Manager, NCL Shore Excursions Sales & Operations plays a critical role in elevating onboard sales performance and developing high-performing Shorex teams across the Norwegian Cruise Line fleet. This role supports the Manager, NCL Shore Excursions Sales by coaching Shore Excursions Managers and their teams, identifying performance gaps, implementing strategic sales initiatives, and fostering a culture of accountability, enthusiasm, and guest-centric service. This position requires constant travel to ships to provide hands-on support, conduct training, assess team dynamics, and deliver real-time feedback that drives results. With a strong emphasis on team building, motivation, and frontline leadership, the Fleet Manager champions a ‘yes-if’ attitude and inspires teams to exceed revenue targets and guest satisfaction benchmarks.

Essential Functions

• Provide direct support to shipboard Shore Excursions Managers to optimize revenue performance and guest satisfaction scores.
• Coach and mentor onboard teams in sales technique, product knowledge, service delivery, and leadership development.
• Conduct onboard visits to deliver targeted training, team workshops, and one-on-one performance coaching.
• Partner with the Manager, NCL Shore Excursions Sales & Operations to evaluate talent, build staffing plans, and identify high-potential team members.
• Foster a positive, goal-oriented culture that emphasizes creativity, sales ownership, and guest connection.
• Support the rollout of sales campaigns, contests, and initiatives across the fleet to boost participation and team engagement.
• Monitor performance metrics and recommend targeted actions to improve individual or ship-level results.
• Lead onboarding, shadowing, and refresher training for new or transitioning Shore Excursion staff.
• Collaborate with Operations and Training teams to standardize tools, training materials, and SOPs fleetwide.
• Track and escalate operational or guest experience issues identified during ship visits and follow through to resolution.
• Champion team morale and recognition by celebrating success stories and acknowledging top performers.
• Assist with succession planning and crew development by creating individualized growth plans for team members.
• Stay updated on destination trends, tour feedback, and brand objectives to align shipboard strategies accordingly.
• Represent the sales voice of the fleet in internal planning discussions and cross-departmental meetings.
• Manages a sub-section of ships (4+) defined by region / season.
• Responsible for setting standards, policies, and performance goals for the shipboard Shore Excursion Sales teams.
• Collaborates cross-functionally to implement programs, resolve issues, and support continuous improvement based on guest and team feedback.
• Perform other job-related duties as assigned.

Qualifications

• Minimum 5+ years of experience as a Shore Excursion / Destination Manager or similar leadership role onboard.

• Proven track record of exceeding revenue targets and leading high-performing teams.

• Experience managing 4–10 team members in a hospitality or travel sales environment.

• Expertise in global destinations, tour products, and itinerary planning, particularly in Alaska, Caribbean, Europe, and the Med.

• Strong facilitation skills and comfort speaking in front of groups and conducting onboard training sessions.

• Proficiency with cruise operations systems (Fidelio, MXP, Otalio) and Microsoft Office Suite.

• Excellent interpersonal, conflict-resolution, and motivational skills.

• Fluent English required; additional languages are an asset.

Education

• High School Diploma or foreign equivalent required.

• Bachelor’s Degree in Hospitality, Business, or related field preferred.

• Relevant experience may substitute formal education at an equivalent rate.

Attributes

• Natural sales leader with a passion for people and performance.

• Strong team-building instincts and ability to create camaraderie across diverse teams.

• Creative thinker with a drive to innovate, inspire, and deliver results.

• ‘Yes-if’ mindset, with a solution-oriented approach to challenges.

• Energetic, approachable, and resilient, able to live and work at sea with a rotating travel schedule.

• Tactful communicator with a positive, guest-focused outlook.

• Committed to excellence, continuous improvement, and delivering unforgettable guest experiences.

EQUAL OPPORTUNITY EMPLOYER
It is Norwegian Cruise Line Holding’s policy not to discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, and marital or veteran status.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.