Shore Excursion Staff
Job Title: Shore Excursions Staff/ Destination Staff
Reports To: Shore Excursion Assistant Manager/ Destination Manager
Position Grade: 1.5 Stripes
Department: Shore Excursion Department/ Destination Department
Manger's Title: Shore Excursion Manager/ Destination Manager
Monthly Salary Range: 超過US$ 1,800 + commission

Job Overview
This position is responsible to operate at peak productivity and have a sales & guest centric focus. The ultimate goal is to generate Maximum onboard revenue and guests’ satisfication. The incumbent must be able to work in a multi-cultural environment; also, must be able to adjust to changes in schedules, assignments and deadlines
Responsibilities and Duties include (but are not limited to)
  • Provides the highest level of service related to tour sales and bookings, private shore activities and disembarkation arrangements.
  • Promotes and sells tours based on needs and cross-sells or up sells tour packages while achieving revenue goals.
  • Answers guests question concerning local port highlights & general port information.
  • Ensures appropriate follow up on guest issues addressed to the Shore Excursions/ Destinations Desk and resolves issues by utilizing all tools provided in the Shore Excursion Guest Service Standards Policy.
  • Works the assigned Shore Excursion desk hours & dispatch operation hours.
  • Assists guests with tour descriptions.
  • Assists with tour ticket delivery, voyage preparation, end of voyage and end of month inventories.
  • Escorts and evaluates tours as needed.
  • Provides effective Shore Excursion briefings and conduct Q & A sessions with guests and colleagues.
  • Prepares and submits on a timely basis, all required reports.
  • Prepares all reports utilizing the computer equipment.
  • Maintains TTG computer system and operates point of sales (POS) computer terminals.
  • Provides training to new Shore Excursion staff members.
  • Implements and maintains guidelines and procedures set out by the cruise line
  • Ensures the ultimate guest experience onboard company vessels by aiding effective communication of information through all departments.
  • Assists with other onboard activities such as but not limited to Pier Welcome Back, and Guest Engagement as required by onboard management.
  • Be responsible for oversight and maintenance of onboard shore excursion equipment/supplies.
  • Performs other related duties as assigned or as directed. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.
  • Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for his/her position.
  • Experience:
    • Minimum one year of experience in guest services or sales is required; a combination of the two is preferred.
    • Used to dealing with complaint handling
    • Used to dealing with special requests and used to achieving results
    • Sales background is beneficial
  • Education level :
    • High school diploma or foreign equivalent is required.
    • Associates degree or foreign equivalent is preferred.
  • Specific skills/ Knowledge:
    • Understanding of the highest level of service
    • Intermediate knowledge of a worldwide range of countries, itineraries, ports and tours offered
    • Great skills of customer service and building positive relations with guests and colleagues
    • Ability to work under pressure and maintain a pleasant working environment
    • Excellent administrative skills in computer literate – Word/excel/Fidelio/MXP/NVS and similar
    • Basic knowledge and understanding of numbering flow “debits/credits”, adjusting entries and corrections
    • Excellent communication skills., good written and spoken English
    • Strong leadership skills and practice leading by example
    • Ability to work in an international environment
    • A well organized multi-tasker
  • Certifications & Licenses: Not Specific
  • Language:
    • Must be about to speak English plus at least one of the following languages to a conversational/business level (Chinese, French, German, Spanish, Italian or Portuguese)
    • Ability to communicate in English to understand, interpret written procedures, give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers
    • Excellent verbal and written command of the English language
  • Personal characteristics:
    • Outgoing personality, open minded and flexible
    • Passionate about sales.
    • Hospitality and customer service driven.
    • Passionate about hospitality and customer service driven
    • Must have a professional appearance and good hygiene
    • Respect for all co-workers and guests
    • Pride in your work by creating positive energy, excitement and fun
    • Ability to work 7 days a week
    • Demonstration of positive behaviors; smiling, being polite and courteous
    • Development of a camaraderie with team members
    • Ability to live in close quarters, share limited space with other cabin-mates
  • Physical abilities : Must meet all physical requirements, including the ability to participate in emergency life-saving drills and required training