Manager, Destination Experiences

Journey with us! Combine your career goals and sense of adventure by joining our incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Silversea brand has an exciting career opportunity for a full time Manager, Destination Experiences on the Destination Development Team reporting to the Senior Manager, Destination Development.

This position works onsite in Miami, Florida

Position Summary:

In this position, you would be 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. You would conduct market research, analyze demand and profitability, and ensure seamless collaboration between shoreside and onboard teams. Additionally, you would handle operational issues and liaise with ships, tour operators, and relevant stakeholders to ensure a smooth guest experience.

Essential Duties and 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, C&I Shorex Concierge Coordinator, 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, Knowledge and Skills:

•        Bachelor’s degree in a relevant field of study or equivalent work 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.

Physical Demands:

•        The position requires sitting, standing, walking, bending, reaching, lifting or pushing up to 25 pounds.  
•        Requires manual dexterity to operate standard office machines such as computers, printers and telephones.  
•        Requires flexibility to work occasional overtime, evening hours and weekends.  
•        Works in a typical office environment with moderate noise generated by telephone conversations, computer, printer, copier and light traffic.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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