Destination Experiences Manager (Shipboard)

Department: Destination Experience

Employment Type: Fixed Term Contract

Reporting To: General Manager

Description

The Destination Experiences Manager is a key leader responsible for driving a team to deliver personalized guest experiences during port visits. This role involves managing tour and private arrangement sales, overseeing the Concierge program, and maintaining an efficient operation of the Concierge desk onboard. With a wealth of knowledge about ports on the itinerary, the manager prioritizes overall guest experience, collaborating closely with the General Manager to ensure the smooth operating of the Destination Experience. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Lady or Gentleman for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are to be performed in accordance with the Company's Safety, Quality and Environmental standards.

Essential Duties

1. Drive the team to deliver personalized experiences for each guest during port visits.
2. Manage tour and private arrangement sales, optimizing inventory for revenue maximization and penalty mitigation.
3. Lead the Concierge program, auditing ashore offerings, and ensuring the smooth operation of the Concierge desk.
4. Possess an extensive knowledge of ports on the itinerary to enhance guest experiences.
5. Manage the overall guest experience and prioritize team tasks to ensure a seamless operation.
6. Oversee the Shore Collection dispatch process, maintaining a constant presence to ensure efficiency.
7. Conduct Port Talks and manage escalations of concierge services, working closely with the General Manager for a cohesive overall experience.
8. Review the daily onboard survey report, creating relevant remediation actions for continuous improvement.
9. Arrange and manage cross-departmental training to enhance collaboration and service excellence.
10. Evaluate team performance, providing feedback and implementing improvement strategies.
11. Manage the Concierge Desk onboard, overseeing the Senior Concierge and Assistant Destination Experience Manager.
12. Take responsibility for the departure experience, guest flow, and transportation arrangements.
13. Mobilize and train embarkation guides to ensure a smooth embarkation process.
14. Attend Officer Required Guest events, representing the department and maintaining a high level of service.
    

People Management 

1. Model and hold others accountable for promoting the Gold Standards, respect and fair treatment
2. Ensures the Daily execution of Line-up in accordance with company standards and Brand Guidelines
3. Sets the department’s expectations for desired behavior, knowledge and skill levels
4. Coaches others by providing constructive feedback; helps others identify developmental needs and monitors progress; promoting an environment where everyone is valued and included
5. Demonstrates alignment with corporate strategies and initiatives while ensuring alignment throughout the yacht organization
6. Manages the duties, responsibilities and work schedule of Department’s Ladies & Gentlemen
7. Guides and trains new Ladies and Gentlemen in the department

Qualifications

1. Valid Standards of Training, Certification and Watchkeeping for Seafarers (STCW) and flag certification for the duration of the contract and appropriate to position
2. Minimum five (5) years of concierge and/or onboard shore excursion experience or relevant, demonstrating a successful track record of managing and driving a team
3. Extensive knowledge of port and tour operations preferably in the luxury market segment
4. Demonstrate excellent written and verbal communication skills, crucial for creating clear and informative documentation.
   

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to touch, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The Lady or Gentleman must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• All Yacht Ladies and Gentlemen must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal and hearing abilities are required to receive and give instructions in the event of an emergency including the lowering of lifeboats. Ability to lift and/or move up to 50 pounds.
• All Yacht Ladies and Gentlemen must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.