Shore Excursions Specialist

Job Summary

The Shore Excursions Quality Assurance Specialist plays a key role in delivering exceptional guest experiences by ensuring the smooth execution of tour programs across all ports. Responsibilities include coordinating tour logistics, supporting onboard teams, and serving as a liaison between shoreside and shipboard operations. The role also involves training and auditing tour operators to ensure compliance with service standards, conducting site inspections, maintaining operational systems, and compiling reports on participation and performance. By driving consistency and quality, this position contributes directly to the success of the Shore Excursions program.

Essential Functions 

• Assist in the seamless execution of Shore Excursions operations by implementing established workflows and Standard Operating Procedures, ensuring efficiency and consistency in all processes. 
• Diligently verify and confirm all details of the upcoming tour portfolio, ensuring that every aspect is meticulously organized and ready for port arrival to guarantee a smooth guest experience. 
• Provide essential ground support for the Shore Excursions Onboard team during operations, proactively identifying and addressing potential issues to enhance operational success and guest satisfaction. 
• Ensure the effective execution of the site inspection and scouting plan to rigorously evaluate the quality of our tour offerings, contributing to the continuous improvement of guest experiences. 
• Actively monitor and confirm that tour operators fulfill their obligations regarding vehicles, goods, and services, ensuring that all operational standards are met to deliver exceptional tours. 
• Train and support tour operators to ensure adherence to service standards and operational procedures, fostering a commitment to guest satisfaction. 
• Support the maintenance and functionality of IT software that facilitates the Shore Excursions business, aiding in pre-cruise shoreside sales and onboard operations to streamline processes. 
• Assist in compiling detailed reports and analyses of revenue, costs, and participation for tours and programs, providing valuable insights and feedback to the Manager and the Product Development team to drive informed decisions.  
• Gather and provide constructive feedback post-tour execution to both the Product Development and Marketing teams, ensuring that the content presented aligns with guest expectations and enhances overall satisfaction. 
• Assist the Manager in maintaining organized processes for reconciling Shore Excursions tour inventory and costs, contributing to accurate financial management and reporting. 
• Provide additional administrative support as required by the Shore Excursions team, contributing to a well-organized and efficient work environment. 

 Competency 

Education:

• Bachelor’s Degree or higher in Business, Geography, Hospitality Management, or equivalent  

Skills & Experience:

• Minimum of 2–3 years of relevant experience in shore excursions, travel, and hospitality
• Strong communication and customer service skills   
• Superior organization & multi-tasking  
• Ability to maintain positive, pleasant behavior while engaging with tour operators & colleagues  
• Excellent written & verbal communication skills  
• Ability to solve problematic situations in a quick, efficient manner  
• Ability to travel globally, 25 percent of the time, as needed
• Ability to supervise, mentor, critique, and coach managers and vendors  
• Must be tech-savvy, with the ability to learn new systems quickly
• Proficient in Microsoft Office, with advanced knowledge of Excel

Work Environment

• The position is full-time, hybrid, and frequently requires working additional time outside of normal business hours.