ABOUT THE COMPANY
Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant all-suite ships all-inclusive pricing worldwide itineraries and genuine hospitality All our ships feature spacious ocean-view suites with butler service and most include private verandas meaning you can sip your champagne from the comfort of your deck while watching the vistas beyond Whether you want to gaze at icebergs or palm trees the choice is yours Our ships sail pole-to-pole to over 900 destinations on all seven continents leaving (almost) no part of coastline uncovered We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team
ABOUT THE ROLE
The Manager Destination Experiences is responsible for overseeing the planning development and execution of Silversea’s shore excursion programs This includes managing product strategy negotiating costs with tour operators ensuring a diverse range of high-quality experiences per vessel and port and aligning offerings with performance and budget targets The role involves conducting market research analyzing demand and profitability and ensuring seamless collaboration between shoreside and onboard teams Additionally the manager handles operational issues liaising with ships tour operators and relevant stakeholders to ensure a smooth guest experience
Key Responsibilities
Product Management \& Development:
Lead periodic negotiations to secure partnerships with the most cost-effective and high-quality tour operators in coordination with the Senior Manager of Destination Experiences
Analyze stakeholder feedback (guests onboard managers and tour operators) using various data sources such as voyage reports online reviews and sales trends to optimize offerings
Oversee the development and integration of shore excursions including half-day and full-day tours overnight trips multi-country overland adventures with flight components private vehicle arrangements and shuttle services
Collaborate with tour operators and onboard Shore Concierge Managers to plan and refine shore excursions for each season based on itineraries
Coordinate with Special Services Sales Offices Analysts and Senior Analyst Charters and Groups and ships to define and communicate operational details
Operational Management:
Serve as the main point of contact for operational issues providing 24/7 support via laptop and mobile phone
Address and resolve unexpected challenges such as guest service concerns last-minute itinerary changes due to political events or strikes visa issues or port cancellations
Ensure effective communication and support for fleet units in the designated regions
Quality Control:
Conduct inspection trips to ensure shore excursions meet company quality standards and optimize offerings
Review reports from Shore Concierge Managers making necessary updates for future planning to enhance accuracy and guest satisfaction
Follow up with tour operators when corrective actions are needed track improvements and analyze root causes of major issues to mitigate future risks
Financial Analysis:
Collaborate with the Senior Manager of Destination Experiences to determine optimal pricing strategies and maintain cost control
Conduct year-over-year analysis of pricing tour mix inventory and sales performance providing detailed insights to senior management
Risk Management:
Ensure tour operators comply with Royal Caribbean Group’s insurance standards and procedures
Identify potential risks propose solutions implement approved strategies and promote loss prevention initiatives
QUALIFICATIONS AND EDUCATION
Education:
==============
4 year degree or equivalent work experience required
Years of experience:
========================
Minimum of 5 years in product development shore excursions within the ultra-luxury tourism sector
At least 3 years of experience in shipboard operations with a strong operational background