Shorex Staff (Japanese Speaking)

Department: Shorex

Employment Type: Fixed Term Contract

Location: Global

Description

Key Responsibilities

• Serves as a sales agent and understands the need to achieve financial targets; receptively accepts and follows guidance from the Shore Excursion Manager. 
• Follows established sales techniques and recognizes appropriate opportunities to upsell tours or sell additional tour products. 
• Regularly participates in tours and training to gain a complete knowledge of all tour programs, sales techniques, and policies. 
• Consistently and promptly attends Tour Office hours and is familiar with documented booking closing times per Hotel Policies and Procedures. 
• Carefully monitors the status of tours returning to the ship and immediately notifies the Shore Excursion Manager, Bridge, Guest Services Director, and Food & Beverage department of all delayed tours whenever necessary. 
• Ensures tours are dispatched efficiently from designated lounges; properly sets up and organizes lounges prior to tour meeting times 
• Ensures all passenger complaints are listened to and understood with empathy, showing genuine interest at all times. Ensures responses are appropriate and in line with the department mission statement, customer service standards, and Hotel Policies and procedures. 

Skills, Knowledge & Expertise

• Minimum of 1 year of experience in Shore Excursion operations with a land-based resort or tour operator, preferably in an international environment. Prior experience in onboard revenue roles or as tour staff on cruise ships is a strong asset.
• At least 1 year of relevant sales experience. Must be capable of processing financial transactions efficiently and accurately.
• Solid knowledge of Microsoft Office applications, Point of Sale (POS) systems, databases, and mobile devices.
• Fluency in both English and Japanese is required, with strong verbal and written communication skills in both languages.
• Deep understanding of customer service principles, with a strong commitment to delivering exceptional guest experiences. A passion for creating memorable moments and exceeding guest expectations throughout their journey.
• Self-motivated and enthusiastic, with a drive to excel in all responsibilities. Must be a personable communicator with excellent social skills and a warm, friendly, and caring demeanor.
• Demonstrated commitment to upholding the company’s values and Service Credo. Must lead by example, and be adaptable and resilient in a fast-paced, ever-changing environment

Job Benefits

• A competitive salary package.
• Your comfortable double cabin - your space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.