Analyst, Shore Excursion Operations

Royal Caribbean Cruises Ltd•Miami, FL

4d•Onsite

About The Position

This position supports the operational readiness, performance, and continuous improvement of Celebrity Cruises’ shore excursion portfolio. The Analyst evaluates tour performance, guest satisfaction, pricing, costs, and operational trends; manages tour content and systems; partners with tour operators and internal stakeholders; and recommends actions that improve guest experience, financial performance, and operational execution.

Requirements

Bachelor of Science degree in hospitality, tourism, business administration, or a related field, or an equivalent number of years of directly related shore excursion or tourism experience.
At least two (2) years of experience in Operations and/or planning or supporting tour program development.
Experience working with Global Tour Operations in-house management and IT systems.
Good understanding of international destinations, specifically Australia, New Zealand, and Asia, and other areas of the world.
Stay aware of world events and the effect they may have on ship calls and corresponding tour operations.
Remain informed of industry trends and events via review of trade journals and other industry communications / forums / etc.
Excellent communication, time management and writing skills.
Ability to analyze trends and pricing/cost data.
Proficiency with Microsoft Office applications and the ability to learn and work across tour management, content, reporting, and operational systems.
Must be able to work independently as well as a team member.
Ability to communicate effectively both verbally and via email.
Must be proficient in both written and verbal English skills.

Nice To Haves

Knowledge of the following systems is preferred: Riskonnect, Pre-Cruise Planner/Hybris, Apex Vendor Payment Portal, Smartsheet, Agiloft, ServiceNow, DocuSign, Oracle, ECCR, AS00, Medallia, and SharePoint.

Responsibilities

Manage assigned shore excursion programs and ensure products are operationally ready, accurately presented, and aligned with brand standards.
Maintain accurate tour content, contracts, insurance documentation, pricing, restrictions, incident information, guest feedback, and operational records across required systems.
Analyze tour KPIs, including guest satisfaction, revenue, costs, margin, participation, utilization, pricing, and operational performance, and recommend actions to improve, expand, reposition, or discontinue tours based on results and guest feedback.
Monitor planned and unexpected tour costs, investigate variances, validate charges, and identify savings opportunities without compromising quality or the guest experience.
Communicates tour content, pricing, and specifics of tour programs to all internal/external venues for sales/promotional purposes.
Partner with shipboard teams and internal stakeholders to resolve issues, support service recovery, and ensure consistent execution across shoreside and shipboard operations.
Create training documents for presentations within or outside of the organization.
Identify portfolio gaps, destination trends, and new product opportunities that support revenue growth, guest satisfaction, and brand differentiation.
Manage day-to-day tour operator and vendor performance, including pricing, service delivery, quality standards, operational issues, program changes, and improvement plans to ensure consistent, high-quality guest experiences.
May assist with site visits in Australia, New Zealand, Japan, and other areas in Asia.
Develop and support shore excursion programs in assigned regions for Celebrity Cruises.
Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.