Cruise Ship Excursion Manager

The Cruise Ship Excursion Manager is ultimately responsible for daily operations of Cruise Ship Excursions executed by RED Hospitality and Leisure. The scope of responsibility will include, but is not limited to the effective delivery of guests from the various cruise lines to charter catamarans and ferry vessels. This position will oversee a large revenue center for the business and must operate independently. Additionally this position will communicate with shipboard shore excursions teams and pass along information to captains and shoreside team members. 

 

OPERATIONAL DUTIES

• Review FareHarbor for updated counts per tour prior dates

• Liaise with revenue management colleagues to ensure accuracy of upcoming tour information in FareHarbor

• Communicate with St. John vendors regarding tour counts and operational timelines via WhatsApp group

• Prepare run-of-show plan for each call month and update it prior to the call

• Request updated manifests from shipboard Shorex teams and disseminate to captains via WhatsApp group

• Collect tickets from crew members and ferry guides, reconcile numbers against FareHarbor, and communicate final counts to captains to verify accuracy.

• Facilitate invoice sign-off from Shorex Team members, including denoting empty seat rates and guaranteed minimums

• Assist in facilitating Catamaran tours by liaising with captains and crew, stepping in to greet and guide guests in the event that catamarans are delayed.

• Act as STJ Ferry Guide, escorting guests from pickup at the cruise ship dock in STT to STJ Trunk Bay (or other tours) ensuring guest satisfaction, safety, and adherence to the schedule.

• Utilize P-card to submit payments for National Park entry and vendors, ensuring accurate billing by tracking adults vs. children and maintaining financial targets.

• Reconcile STJ Vendors in daily vendor closeout sheet, including but not limited to taxis, national park concessioners, and third party tour guides.

• Supervise Cruise Ship Excursion guides to ensure adherence to the expectations for exemplary guest service. 

• Schedule self and team in alignment with labor budget goals.

• Ensure that STJ day-of operations run smoothly, including direct communications with STJ taxi vendors.

• In conjunction with the St. Thomas Charter Operations Manager, oversees guest service, retail, food and beverage, and cleanliness standards for the ferry. This includes scheduling and planning with the Lead Captain and first mate.

• Maintain awareness of Coast Guard regulations related to receiving and organizing manifests for vessel captains executing excursions.

 

SAFETY OPERATIONS & RESPONSIBILITIES

• Obtain and maintain active CPR, First Aid, and AED certifications

• Communicate any guest safety concerns or injuries to DSO

• Accompany any injured guest, should they be transferred to a medical facility

 

TRAINING and RECRUITING

• Recruit team members to uphold daily operations to the standards of the organization.

• Create, maintain, and enforce daily duty sheets

• Modify and consistently update training packets and check-off lists to team.

• Train team members according to operational standards

• Initiate training packets and sign-offs.

• High school diploma or equivalent.

• 5+  years of experience in customer service, hospitality, marine operations, or transportation logistics.

• Strong understanding of business operations

• Outgoing, clear, and fun personality

• Approachable, helpful, and enthusiastic demeanor.

• Strong written and oral communication skills, including the ability to draft business letters, develop reports, deliver presentations, create policies and procedures, and write repair specifications.

• Understanding of individual roles, interactions, and responsibilities of employees, including knowledge of all aspects of performance management.

• Strong technical abilities, with proficiency in both G-Suite and Microsoft Office.

• Ability to prioritize, organize and follow up on a high volume of guest and management requests.

• Ability to stand, kneel, and/or engage in physical activity for extended periods of time, including lifting moderate to heavy items.

• Ability to operate a high-volume business independently while maintaining the highest standards of integrity. 

• Be available to work any shift as needed by the demands of the cruise ship business, this includes but is not limited to nights, weekends, and early mornings.