Manager, Destination Experiences

Royal Caribbean Cruises Ltd•Miami, FL

8d•Onsite

About The Position

This position is on – site in our Royal Caribbean Headquarters 1050 Miami Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. The Royal Caribbean Group, Silversea, Destination Experiences team has an exciting career opportunity for a full Manager, Destination Experiences reporting to the Senior Manager, Destination Experiences. Position Overview The Manager, Destination Experiences, is responsible for overseeing the planning, development, and execution of Silversea’s shore excursion programs. This includes managing product strategy, negotiating costs with tour operators, ensuring a diverse range of high-quality experiences per vessel and port, and aligning offerings with performance and budget targets. The role involves conducting market research, analyzing demand and profitability, and ensuring seamless collaboration between shoreside and onboard teams. Additionally, the manager handles operational issues, liaising with ships, tour operators, and relevant stakeholders to ensure a smooth guest experience.

Requirements

4 year degree or equivalent work experience required.
Minimum of 5 years in product development shore excursions within the ultra-luxury tourism sector
At least 3 years of experience in shipboard operations, with a strong operational background

Responsibilities

Lead periodic negotiations to secure partnerships with the most cost-effective and high-quality tour operators in coordination with the Senior Manager of Destination Experiences.
Analyze stakeholder feedback (guests, onboard managers, and tour operators) using various data sources such as voyage reports, online reviews, and sales trends to optimize offerings.
Oversee the development and integration of shore excursions, including half-day and full-day tours, overnight trips, multi-country overland adventures with flight components, private vehicle arrangements, and shuttle services.
Collaborate with tour operators and onboard Shore Concierge Managers to plan and refine shore excursions for each season based on itineraries.
Coordinate with Special Services, Sales Offices, Analysts and Senior Analyst Charters and Groups, and ships to define and communicate operational details.
Serve as the main point of contact for operational issues, providing 24/7 support via laptop and mobile phone.
Address and resolve unexpected challenges, such as guest service concerns, last-minute itinerary changes due to political events or strikes, visa issues, or port cancellations.
Ensure effective communication and support for fleet units in the designated regions.
Conduct inspection trips to ensure shore excursions meet company quality standards and optimize offerings.
Review reports from Shore Concierge Managers, making necessary updates for future planning to enhance accuracy and guest satisfaction.
Follow up with tour operators when corrective actions are needed, track improvements, and analyze root causes of major issues to mitigate future risks.
Collaborate with the Senior Manager of Destination Experiences to determine optimal pricing strategies and maintain cost control.
Conduct year-over-year analysis of pricing, tour mix, inventory, and sales performance, providing detailed insights to senior management.
Ensure tour operators comply with Royal Caribbean Group’s insurance standards and procedures.
Identify potential risks, propose solutions, implement approved strategies, and promote loss prevention initiatives.