Manager, Shore Excursions Operations Process & Optimization

Carnival Corporation•Miami, FL

1d•Hybrid

About The Position

The Shore Excursions Operations Process & Optimization Manager will support the day-to-day operation of the apportioned existing 2000+ excursions provided by 300+ partners in 60+ ports of call covering 20+ countries. Focused on improving operational effectiveness and enhancements, including tour dispatch and all other processes. Manages Tour Operator evaluations review, follow up with Tour Operators on: Tour Operator evaluations, Bazaar Voice & TGEM comments, major incidents/accidents. The Manager will be the main point of contact for tour operators with regards to the shore excursion program, to include but not limited to the quality of shore excursion provided by a tour operator and its delivery to the guest; the safety factors pertaining to each shore excursion; the operational/logistic set-up for each tour provided. Essential Functions: Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and accountable for overall performance of the ships assigned. Review and advise on shipboard policies, procedures and guidelines that ensure a safe and efficient working environment for the Shore Excursion staff. Continuous improvement of the tour dispatching process and focused on the efficiency of all operational processes. Manages inventory, ordering, and procurement of Carnival Adventures promotional materials, including booklets and promotional branded items. Manages Ticketless (TourTix) deployment and maintenance operations; leads and collaborates on operational initiatives across Carnival Corporation exclusive ports and destinations, including auto-assignment processes and inventory/allocation management, while partnering with Carnival Corporation sister brands to ensure aligned operations and revenue maximization opportunities. Serves as the main point of contact for tour operators with regards to the shore excursion program, manages the operational/logistic set-up for each tour provided. Leads cross-functional collaboration with Marketing, Product Development, IT, and Operations teams, supporting product enhancements, IT initiatives, and marketing efforts across both printed and digital collateral. Train tour operators and guides on sales/service skills and emergency response. Responds to incidents, accidents and major guest complaints. Handles all itinerary changes and deviations, management of timely invoice processing and approvals, and customer service. Partner on safety factors pertaining to each shore excursion and ensure proactive prevention plans. Analyze and recalibrate the performance of all shore excursion offerings for quality, guest satisfaction and overall impact on the program. Partner with the Shorex Product Development Managers to make improvements. Perform visits for site inspection to ensure service provider are performing as contracted and address accordingly. Monitors feedback on tour quality (tour operator’s quality of service) provided by guests via qualtrics, Bazaar Voice, ICare and the operational feedback received from the Shore Excursions teams. Compiles feedback qualitative data and follows up with the tour operators concerning the quality of shore excursion provided by a tour operator and its delivery to the guests. Assure the delivery and quality of the contracted services with every call. Assure constant communication between shipboard teams and Tour Operators. Works to troubleshoot and resolves any Shore Excursion matters that may arise. Maintain and build strong relationships with all service providers, outside entities, management and internal colleagues by implementing communication strategies that promote open, honest and effective dialog.

Requirements

Bachelor's Degree in Management, Hospitality, Logistics, Business Administration
8+ years of related experience, inclusive of 3-5 years in logistics and quality assurance, preferably in travel industry
Proficiency in Microsoft Word, Excel, Outlook, Publisher and PowerPoint
Project Management skills
Ability to analyze large amounts of data
Ability to think critically or be able to analyze situations or statements and determine their validity
Ability to manage complex projects
Big picture & systemic thinking - always think in terms of integrated processes, interconnected systems and how they interact with and affect each other
Tech-savvy and ease with new products
Ability to spot details in complex projects
Soft and hard sales skills
Awareness of internal and external customer needs
Adaptable and comfortable with the urgent pace imposed by the shipboard operations.

Responsibilities

Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and accountable for overall performance of the ships assigned.
Review and advise on shipboard policies, procedures and guidelines that ensure a safe and efficient working environment for the Shore Excursion staff.
Continuous improvement of the tour dispatching process and focused on the efficiency of all operational processes.
Manages inventory, ordering, and procurement of Carnival Adventures promotional materials, including booklets and promotional branded items.
Manages Ticketless (TourTix) deployment and maintenance operations; leads and collaborates on operational initiatives across Carnival Corporation exclusive ports and destinations, including auto-assignment processes and inventory/allocation management, while partnering with Carnival Corporation sister brands to ensure aligned operations and revenue maximization opportunities.
Serves as the main point of contact for tour operators with regards to the shore excursion program, manages the operational/logistic set-up for each tour provided.
Leads cross-functional collaboration with Marketing, Product Development, IT, and Operations teams, supporting product enhancements, IT initiatives, and marketing efforts across both printed and digital collateral.
Train tour operators and guides on sales/service skills and emergency response.
Responds to incidents, accidents and major guest complaints.
Handles all itinerary changes and deviations, management of timely invoice processing and approvals, and customer service.
Partner on safety factors pertaining to each shore excursion and ensure proactive prevention plans.
Analyze and recalibrate the performance of all shore excursion offerings for quality, guest satisfaction and overall impact on the program.
Partner with the Shorex Product Development Managers to make improvements.
Perform visits for site inspection to ensure service provider are performing as contracted and address accordingly.
Monitors feedback on tour quality (tour operator’s quality of service) provided by guests via qualtrics, Bazaar Voice, ICare and the operational feedback received from the Shore Excursions teams.
Compiles feedback qualitative data and follows up with the tour operators concerning the quality of shore excursion provided by a tour operator and its delivery to the guests.
Assure the delivery and quality of the contracted services with every call.
Assure constant communication between shipboard teams and Tour Operators.
Works to troubleshoot and resolves any Shore Excursion matters that may arise.
Maintain and build strong relationships with all service providers, outside entities, management and internal colleagues by implementing communication strategies that promote open, honest and effective dialog.

Benefits

Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Company paid term life insurance and disability coverage
401(k) plan that includes a company match
Employee Stock Purchase plan
All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays
All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.
All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus
Annual cash bonus program