What are the responsibilities and job description for the Shore Experience Manager position at Victory Cruise Lines?
A required part of the candidate experience is to, in addition to completing this application/submitting resume, please complete our Culture Index survey at this link: https://go.cultureindex.com/s/s59pqowKuT
An enthusiastic and guest-focused Shore Experience Manager oversees and manages shore experiences and off-ship activities for our guests. The Shore Experience Manager will be responsible for coordinating shore excursions, ensuring a seamless and enriching experience for guests, overseeing shore experience team, working with service providers, and ensuring the safety and satisfaction of all participants. The ideal candidate will have excellent organizational, communication, and problem-solving skills and a passion for travel and tourism.
Work Location & Other Pertinent Details: This position will live and work onboard a ship for 4-6 weeks at a time, with approx. 2 weeks off in between rotations. The ship location is on the Great Lakes & Canadian Maritimes. The ship operates a 24/7 schedule and this individual should plan on sitting/standing/walking up to 10 hours per day, consecutive days, with no days off while onboard during the scheduled rotation. The pay for this position is $300.00 per day worked. Candidates should preferably be located in the Eastern or Central Time Zones.
Duties & Responsibilities:
Experience Coordination:
- Ensure all experiences are planned, scheduled, and operated according to company guidelines, safety protocols, and guest satisfaction standards.
Guest Experience Management:
- Serve as the main point of contact for guests regarding shore experiences, offering advice, recommendations, and resolving any issues or concerns.
- Ensure that all experiences are operated in a manner that meets or exceeds guest expectations for quality, safety, and enjoyment.
- Collect and analyze guest feedback on experiences to continuously improve offerings and services.
- Make announcements on the Public Announcement system as required
- Act as a social ambassador for the cruise, engaging with guests daily throughout the ship whether scheduled or unscheduled
- Act as ambassador of Victory Cruise Lines, ensuring you provide accurate and up to date information about the cruise and the company
Operational Management:
- Monitor experience logistics, including transportation, timing, and coordination with local service providers.
- Ensure the timely departure and return of all experiences, managing any delays or issues that may arise.
- Oversee the experience booking process, including pre-bookings, on-board sales, and ensuring accurate billing.
- Any other tasks or duties assigned.
Safety and Compliance:
- Ensure that all experiences comply with local regulations, safety standards, and company policies.
- Conduct safety briefings for guests prior to experiences departures, ensuring all safety protocols are communicated and understood.
- Conduct regular risk assessments of experience activities and locations to minimize safety hazards and provide recommendations for improvements.
Guest Experience Team Cross-Department Collaboration:
- Work in collaboration with the Guest Experience Team, ship’s operations, and hotel management teams to ensure smooth and efficient operations.
- On sea days, assist in hosting events with the entertainment team.
- Work as a unified Guest Experience Team to ensure a seamless guest journey.
- Maintain an organized, clean Guest Experience office to ensure smooth collaboration with other team members.
- Make every effort to assist all departments as time allows.
Requirements & Qualifications:
Experience:
- Minimum of 3-5 years of experience in a management role within the travel, tourism, or hospitality industry, with specific experience in shore experiences, tour operations, or event management.
- Previous experience working in the cruise industry or with excursion operations is highly desirable.
- Proven ability to manage and lead a team in a fast-paced, customer-facing environment.
- Previous experience on the Great Lakes and Seaway is preferred, but not required.
Skills & Abilities:
- Excellent leadership, organizational, and interpersonal skills.
- Strong guest service orientation with the ability to manage expectations effectively.
- Ability to multitask, prioritize, and solve problems quickly.
- Strong communication skills, both verbal and written.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with reservation systems or CRM software.
- Knowledge of foreign languages is an asset, but not required.
- Ability to work in a dynamic, fast-paced, and at times physically demanding environment.
- Willingness to travel extensively, sometimes for extended periods, and work weekends and holidays as required.
- Ability to lift up to 30 pounds and manage on-site experiences and activities.
- Strong attention to detail and ability to work independently with minimal supervision.
Education:
- High school diploma or equivalent required.
- Additional certifications or training in tourism, hospitality, or customer service management is a plus.
*Additional requirements may be required depending on the physical needs of the role.
Our Values:
At the heart of our endeavors lies an unwavering commitment to our core values and code of conduct, guiding our every action and decision.
Core Values
Safety First: We prioritize the well-being of our guests and team above all else. Every task is approached with diligence and caution, ensuring a secure environment for all.
Teamwork: We recognize the strength found in unity. We draw upon diverse perspectives to achieve remarkable results. We are a team because we respect, trust and care for each other.
Integrity: We uphold the highest ethical standards, fostering trust through open communication, honesty and sincerity in all our dealings. Integrity is the cornerstone of all our dealings.
Have Fun: We believe in an environment where enjoyment and enthusiasm are valued. We celebrate each VICTORY and encourage a positive atmosphere where laughter and creativity thrive.
Innovation: Embracing the spirit of creativity, we continuously seek new pathways and bold ideas. Our relentless pursuit of innovation drives us to push boundaries and shape the future.
Service Excellence: We are dedicated to exceeding expectations, delivering unparalleled quality in every endeavor. We strive to make a lasting impact on those we serve.
Code of Conduct
Respect & Dignity: Treat fellow employees, clients and guests with the respect, dignity and understanding they deserve as fellow human beings.
Enthusiastic Friendliness: Go out of your way to offer a friendly greeting and a bright genuine smile. Never walk by a fellow employee or guest without acknowledging them.
Dedicated Work Ethic: Believe in committing deeply to doing good work. Go above and beyond to achieve excellence and be willing to put in extra effort when needed.
“Find a job you love, and you’ll never work a day in your life!”
Salary : $300