Shore Ex Staff - Pride of America

About the role

Represents the image of the company and performs all activities in an enthusiastic and professional manner. Works at the Shore Excursion desk, pier, and/or remote locations conducting tour sales, assisting guests, and answering questions.

Responsible for oversight and maintenance of onboard shore excursion equipment and supplies, sales of various tours based on itinerary, and meeting budgeted goals. Oversees and provides quality service for a large passenger vessel that can include 4,000+ guests for tour sales and dispatch.

This position reports to the Shore Excursion Manager and Assistant Manager and requires peak productivity with a sales and guest-centric focus. The incumbent must work in a multi-cultural environment and adjust to changes in schedules, assignments, and deadlines.

Responsibilities

• Ask open-ended questions regarding guests' tour expectations, recommend tour options, upsell when possible, and close all tour sales.
• Promote all excursions included in the itinerary and answer guests' questions concerning local port highlights and general port information.
• Resolve issues related to excursions by utilizing all tools provided in the Shore Excursion Guest Service Standards Policy.
• Assist with tour ticket delivery and voyage preparation, as well as end-of-voyage and end-of-month inventories.
• Escort and evaluate tours as needed.
• Promote, sell, and guide the Behind the Scenes Tours.
• Cross-train employee candidates and train new employees.
• Manage and conduct tour dispatches from a ship lounge or from the pier.
• Assist with other onboard activities such as Pier Welcome Back and Guest Engagement as required by onboard management.
• Provide effective Shore Excursion briefings and conduct Q&A sessions with guests and colleagues.
• Familiarize with the roles and responsibilities of the Assistant Shore Excursion Manager.
• Must be familiar with the Safety and Environmental Protection Policy and the SEMS, and carry out the policies and procedures appropriate for the position.
• Perform other related duties as assigned or directed.

Requirements

• Minimum one year of experience in guest services or sales; a combination of the two is preferred.
• Intermediate to advanced level English verbal and writing skills, including proper use of English grammar.
• Intermediate to advanced skills in typing and computer software (Microsoft Word, Excel, PowerPoint, Fidelio, AS400, Mac OS).
• Intermediate knowledge of a wide range of itineraries, ports, and tours.
• Basic ability to speak additional languages such as Spanish, Italian, German, or French is preferred.
• Basic knowledge and understanding of numbering flow “debits/credits,” adjusting entries, and corrections.
• High school diploma or foreign equivalent is required; associate degree or foreign equivalent is preferred.

Attributes

• Passionate about sales and customer service.
• Professional appearance and good hygiene.
• Respect for all co-workers and guests.
• Pride in work by creating positive energy, excitement, and fun.
• Able to work 7 days a week.
• Demonstrate positive behaviors: smiling, being polite, and courteous.
• Able to develop camaraderie with team members.
• Ability to live in close quarters and share limited space with other cabin-mates.

Physical Requirements

• Stand and walk long distances on the ship.
• Use hands to touch, handle, or feel; reach with hands and arms; talk, hear, taste, and smell.
• Repetitive motion of bending, climbing, going up and down stairs, and lifting more than 25 pounds.
• Specific vision abilities: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Physically able to participate in emergency life-saving procedures and drills.
• Full use and range of arms and legs as well as full visual, verbal, and hearing abilities to receive and give instructions in emergencies, including lowering lifeboats.
• Work within different temperature changes—indoors to outdoors.
• Able to pass a basic safety course.