Manager, Shore Excursions Operations

Carnival Corporation•Miami, FL

7h•Hybrid

About The Position

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone. We are looking to hire ana Shore Excursions Operations Manager. The Shore Excursions Operations Manager is responsible for the day‑to‑day operational excellence, safety, compliance, and delivery of Princess Cruises’ global shore excursion program. This role works closely with shipboard management, shoreside operations, port agents, and tour operator partners to ensure seamless execution, exceptional guest experiences, and strong revenue performance. The position oversees a team of three Managers, Administration & Shore Operations, providing direction, development, and operational alignment to ensure consistent and reliable shore excursion execution across the fleet. Here’s a summary of what Princess is looking for in a Shore Excursions Operations Manager. Is this you?

Requirements

Bachelor’s Degree required (Hospitality, Tourism, Business preferred).
3–5 years in shore excursions, destination management, tourism operations, or logistics.
Strong analytical, operational, and problem‑solving skills.
Excellent communication and relationship‑building skills.
Ability to manage complex logistics across multiple ports.
Proficiency in Microsoft Office and operational systems.
Ability to travel up to 25%.
Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Nice To Haves

Shipboard/marine operations experience preferred.

Responsibilities

Provide daily operational support to shipboard Shore Excursions teams.
Resolve escalations related to logistics, safety, staffing, and guest experience.
Monitor performance and ensure policy adherence and compliance.
Laise with product managers in efforts to keep tour operators accountable to contractual agreements and ensure compliance.
Support itinerary changes, cancellations, and incident resolution.
Monitors and control the manning for all ships to guarantee the department manning needs are met in all regions and based on seasonality.
Laise with onboard management to ensure collaboration between shore excursions and other onboard departments
Improve shipboard dispatch processes, tour flow, signage, and logistics.
Implement efficiency initiatives to enhance operational reliability.
Manages the process to design and implement a department SOP, liaising with all relevant departments the communication of all procedures and their adherence.
Managers the maintenance of the SOP as the updates happen.
Monitor performance across guest feedback platforms.
Partner with Product Development for enhancements.
Analyses tour reviews to identify opportunities for improvement.
Follow up with onboard teams and tour operators on guests feedback to implement corrective actions where needed.
Respond to major incidents and guest complaints.
Ensure timely reporting, investigation, and follow‑up.
Reinforce safety and emergency protocols.
Develop, implement and monitor the incident management process and serves as a liaison between product managers, onboard management and tour operators.
Lead and develop the onboard teams by providing coaching, performance oversight, and operational guidance.
Ensure alignment of workload and operational priorities.
Lead and manage the department’s talent review process to ensure all team members have a clear and consistent understanding of performance expectations, role responsibilities, and success criteria.
Clearly communicate evaluation standards, competencies, and behavioral expectations, ensuring transparency and fairness across the organization.
Partner with leadership to translate talent review outcomes into actionable individual development plans, outlining concrete steps, skills, and experiences required for professional growth and career progression within the department.
Provide guidance and coaching to managers and employees to ensure the talent review process is understood as a development tool—not solely an evaluation—supporting retention, succession planning, and internal mobility.
Monitor progress against development plans and ensure follow-up actions are executed, reinforcing accountability and continuous improvement.