Senior Account Executive, Destination Product Development

Royal Caribbean Cruises Ltd•Miami, FL

17h•Onsite

About The Position

This position is on-site in our Royal Caribbean Headquarters. The Royal Caribbean Group’s Entertainment team has an exciting career opportunity for a full- Manager, Entertainment Technical Operations reporting to Sr, Director Royal Caribbean Productions. The Senior Account Executive, Global Tour Operations is responsible for assisting the Account Manager(s) or Sr Account Manager with creating and overseeing the tour programs for a specific region as assigned. The programs incorporate all ships for the Royal Caribbean International brand. This position is responsible for analyzing, administering and maintaining information in Hybris program, Coupa / DocuSign, Riskonnect, Service Now, Smart Sheet Content and future platforms, as well as by distributing tour program information across all fields of business, internally and externally. This is done by strategic initiatives, comparative analysis on products and pricing and finding niche markets. Responsible for overseeing and working on special projects related to the tour program such as, but not limited to legal & insurance requirements, contracting, deployment, team representation, and the request for proposal process. Identify new revenue opportunities with continuous focus on guest satisfaction as it drives revenue; creating new products as well as add / delete products where needed. Track and monitor all contracts and insurance documents. Oversee the request for proposal process and timelines for all regions. This position is also responsible for assessing and responding to guest satisfaction and working with the relevant customer service channels for the brand. The Senior Account Executive will also provide oversight to the Account Executives on the team, provide training and ensure that processes are consistently followed across all regions. This role will play a key part in strengthening collaboration within the team and also outside departments that require the team’s assistance.

Requirements

Bachelor’s degree in Business / Finance or related discipline or equivalent, directly related experience.
5-7 years of experience in cruise line or tour operator related business with an emphasis in tour program development.
At least two (2) years of experience in Global Tour Operations and/or planning or supporting tour program development.
Understanding of Global Tour Operations in-house management/IT systems is desirable.
Experience with AS400 preferred.
Excellent interpersonal skills to communicate with all levels of management, guests and employees.
Ability to effectively present information to top management, public groups, and/or board of directors.
Working knowledge of personal computers.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
Ability to collect, analyze, and interpret revenue / tour performance data.
Monitor revenue results for voyages covering ports of responsibility.
Works closely with our Finance Team to ensure budget forecasts and actuals are accurate as planned.
Sets tour pricing for new programs in assigned region.

Nice To Haves

Understanding of Global Tour Operations in-house management/IT systems is desirable.
Experience with AS400 preferred.

Responsibilities

Assist with product and brand management in the development of shore excursions in assigned regions and ensures that tour programs are properly and consistently presented.
Develop and assist shore excursion programs in assigned regions for the Royal Caribbean International brand.
Deal directly with assigned and new tour operators, as deemed necessary.
Negotiate product content for shore excursions to ensure competitive pricing.
Strategize and collaborate to find new and/or improved ways of maximizing revenue streams.
Analyze market trends to proactively focus on guest driven experiences.
Direct interaction with shipboard shore excursion managers and other shipboard management onboard the vessel to monitor tour product and provide support as needed.
Collaborate with Deployment on operational challenges and make recommendations to ensure maximum shore excursion revenue and guest experience with the destination is achieved.
Responsible for the production and maintenance of the shore excursion collateral, including but not limited to; tour descriptions, operating plans, printed and visual media, contracts, insurance certificates, tour operator restrictions, pricing master, and online content.
Review, maintain and track the request for proposal process to ensure consistency.
Create training documents for presentations within or outside of the organization.
Communicates tour content and the specifics of tour programs in the form of shore excursion presentations or webinars for assigned regions to customer service departments.
Provides support to call centers, internal/external sources regarding tour program.
Analyze weekly queries from system, shipboard and shore side management, and report on key performance metrics recommending to management suggested courses of action to maximize revenue and guest satisfaction.
Assist with performing site inspections and attend familiarization trips, trade shows or tour related conferences.
Interact with various departments, inclusive of, but not limited, to Deployment, Sales & Marketing, Hotel Operations, Guest Port Services, Legal & Insurance and the international offices and representatives.
Directly manage certain ports/regions as needed.
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 leadership.