Shorex Manager (Japanese Speaking)

Department: Shorex

Employment Type: Fixed Term Contract

Description

Set a course for adventure with Princess Cruises!

As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.

Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.

At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.

As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.

Key Responsibilities

• Lead the planning, promotion, and delivery of the shore excursion program, consistently meeting or exceeding voyage revenue targets while protecting and enhancing the guest experience.
• Confidently present shore excursion information in English and Japanese through port talks, presentations, and media such as the Cruise Director Wake Show, tailoring content to Japanese-speaking guests.
• Ensure all tour order forms, flyers, digital content, and presentations accurately promote the full program, comply with brand guidelines, and are translated appropriately for Japanese guests where required.
• Maintain expert, up-to-date knowledge of all tour products, itineraries, and local regulations; coach and train Shore Excursion staff on product knowledge, sales techniques, and guest service standards.
• Work collaboratively with onboard revenue partners (e.g. Entertainment, Food & Beverage, Retail, Casino) to create engaging cross-promotions that drive tour participation.
• Role-model Princess service standards, providing a warm, professional welcome to all guests and ensuring a consistently high level of service for Japanese-speaking guests.
• Proactively manage guest feedback, questions, and complaints related to shore excursions, listening with empathy and resolving issues promptly; escalate complex matters to the Customer Services Director and other leaders as appropriate.
• Build and maintain strong relationships with local tour operators, calmly and respectfully addressing tour quality issues and collaborating on service recovery and product improvements.
• Regularly ride and inspect tours, monitoring quality, safety, and cultural relevance for Japanese guests, and recommending enhancements or new product ideas based on guest feedback and market trends.
• Plan and oversee Tour Office operating hours, booking deadlines, and dispatch procedures in line with Hotel Policies & Procedures, ensuring efficient tour departures and timely communication of tour counts.
• Monitor tour operations in real time, keeping the Bridge, Customer Services Director, Food & Beverage, and other stakeholders informed of delays, operational issues, or itinerary changes that may impact the guest experience.
• Ensure accurate and timely entry of all tour pricing, inventory, and bookings into the onboard ticketing system and related reports, maintaining clear audit trails and financial integrity.
• Prepare and submit all required voyage and performance reports, including guest feedback summaries, incident reports, and revenue analyses, with specific insight into Japanese market performance.
• Lead, motivate, and develop the Shore Excursion team, providing regular feedback, coaching, performance discussions, and recognition; identify high-potential teammates and support their career progression.
• Champion compliance with Hotel Policies & Procedures, Fleet Regulations, and all relevant internal, external, and governmental requirements, including public health and safety standards.
• Maintain current knowledge of public health expectations and support the coordination of enhanced sanitation measures during outbreak situations (e.g. NoV, H1N1), particularly where they impact tour operations.
• Actively participate in departmental meetings, shipboard training, and safety drills, fulfilling assigned duties within the General Emergency Organization.
• Serve as an ambassador for Princess Cruises, consistently demonstrating the Company’s values and fostering positive, culturally sensitive working relationships across all departments and nationalities.

Skills, Knowledge & Expertise

• Proven experience in a senior Shore Excursions, Tour Operations, or Guest Services role, ideally within the cruise industry or a similar travel, hospitality, or tourism environment.
• Strong commercial acumen with a track record of meeting or exceeding revenue and customer satisfaction targets.
• Deep understanding of shore excursion operations, including tour design, logistics, dispatch, safety considerations, and supplier management.
• Fluent verbal and written communication skills in English, with the ability to deliver clear presentations, briefings, and written materials.
• Native or near-native verbal and written proficiency in Japanese, with the ability to confidently present, host, and resolve issues for Japanese-speaking guests.
• Excellent guest service and complaint-handling skills, with a calm, empathetic, and solution-focused approach in high-pressure situations.
• Proven leadership and people management skills, including coaching, performance feedback, and developing diverse, multicultural teams.
• Strong organizational and time-management skills, with the ability to manage multiple tours, ports, and priorities simultaneously in a fast-paced shipboard environment.
• Sound understanding of public health, safety, and security requirements relevant to shore excursions, and the ability to apply Company policies and regulatory standards in day-to-day operations.
• High level of computer literacy, including experience with reservation or ticketing systems, MS Office (or equivalent), and the ability to learn company-specific applications.
• Culturally aware, with a genuine interest in Japanese culture and guest expectations, and the ability to bridge cultural differences between guests, teammates, and local tour operators.
• Flexibility to work long and irregular hours, including sea days, port days, weekends, and public holidays, as required by ship operations.

Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

• A competitive salary package.
• Your comfortable double cabin - your space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.