2008381

POSITION SUMMARY:

Provide primary leadership for the delivery of the onboard programming onboard the Spirit of Oceanus. Manage onboard guest programming by creating, implementing, and managing programs and operations. Supervise a team of Exploration Leaders who have knowledge in areas dealing with science and natural history of the destination and area covered. Manage timing of all onboard programming, including all presentations and duties of Guest Speakers. Inspire guests and help them understand and appreciate what they are experiencing. Take ownership on delivering an unforgettable vacation experience to our guests through knowledge and customer service. The Guest Programs Director (GPD) is well versed on the knowledge of the destination including, history, culture, and natural surroundings. The GPD must have experience and competence in operating small excursion craft with an outboard motor (Zodiac-style) in a variety of sea conditions. The GPD is also tasked with planning and delivering safe operations of tours and landings ashore with numerous small excursion crafts.

Manage onboard sales goals of all sales programs onboard, including Quyana onboard reservation program and optional shore excursions. Manage ship to shore transfers of guests in a clear and concise manner. Manage, and when necessary, escort guests on included shore excursions. Build outstanding working relationship with onboard team of officers and crew. Liaise with shore vendors, and be sensitive to any and all cultural differences in each destination.

As an officer and a part of the vessel management team, the GPD is a consummate professional who can handle pressure with grace, poise and logic. Must work independently and as a team with outstanding decision-making abilities. Must possess polished social skills and maturity to communicate clearly, positively, and calmly under stressful conditions to the Captain, crew, and passengers. The GPD is expected to address and then report to the Captain any concerns, needs, problems, and desires the guests may have as the GPD is the person with whom guests communicate first. This would include negotiating with the Captain to agree on specific vessel timings, and learning about sea conditions and special circumstances that will affect the guest experience. Guest Programs Directors are expected to be a role model for all Cruise West policies and procedures.

MAJOR AREAS OF RESPONSIBILITY INCLUDE:

Advising the vessel master of recommendations towards vessels timing schedule and alterations to maximize guest experience.

· Managing all aspects of guest programming onboard the vessel. This includes: Scheduling timing and content of educational programs, Quyana, Optional ShoreEx, Route Talk, Disembarkation, and all guest speaker programs and responsibilities.

Scheduling and managing a 3-4 person team, to successfully deliver safe and enriching guest experiences and excursions.
Scheduling and liaising with onboard Guest Speakers.
Negotiating and collaborating with all other onboard management to solve onboard issues.
Communicating daily with the Bridge and Hotel Dept. regarding routing and timing of sightseeing, meals, docking, and other excursions.

· Working directly with ShoreEx vendors to ensure compliance and expectations. Building a solid working relationship with vendors. Proactively resolving issues directly with vendors.

· Well versed on Cruise West history and able to communicate to answer guests with ease and confidence. Frequently interacting as a Cruise West representative to guests during meals and social time to answer their questions.

Accountable for meeting and exceeding Quyana and ShoreEx goals.
Upholding Cruise West standards and policy, including meeting and/or exceeding guests expectations as directed via comment cards.
Quality control: The Guest Programs Director must ensure that vendor-delivered tours meet Cruise West’s standards of safety and service excellence. Proactively working with Seattle personnel to improve the Cruise West product & resolve issues.
Maintaining the Technical Itinerary and/or Trip Report, making changes as necessary and communicating changes to the Seattle office.
Managing shore excursion process: Authorizing payment to shore excursion vendors and auditing shore excursion accounting records.
Managing cruise embarkation and disembarkation orientation: Orienting guests, answering questions, directing all regarding time/location of the mandatory safety meeting, locations of public places on the ship, etc. The GPD also gives general orientation throughout the cruise in an organized and concise manner to the guests.
Selling and monitoring shore excursions, to include: Shore excursion delivery, descriptions, and guest sign-up. Confirming tours with the tour operators before arriving in port (24 hrs/before) and then reconfirming 1 hour prior to the vessel’s arrival in port. The GPD manages the connections made between passengers and tour operators, whether it is a large departure of all passengers simultaneously on all their tours, or small group or individual departures on a periodic basis.
Quality control: Ensuring that vendors deliver tours to meet Cruise West’s standards of safety and service excellence. Communicating all findings and recommendations to the Guest Programs Managers in the Seattle office.
Managing all administrative tasks and ensure timely delivery to the Seattle office.

QUALIFICATIONS:

Polished professional and proven leadership skills. Outstanding verbal and written communication skills.
Maturity and social skills to interact with Cruise West guests who tend to be highly educated and destination savvy.
Experience and competence in operating small excursion craft with an outboard motor (Zodiac-style) in a variety of sea conditions and possible inclement weather.
Experience with planning and delivering safe operations of tours and landings ashore with numerous small excursion crafts.
Outstanding customer service mentality and practice.
Undergraduate or higher degree desired or equivalent experience preferred.
Prior cruise or travel industry experience strongly preferred.
Interpersonal skills require the ability to regularly deal with situations where strong opposing views are encountered and satisfactory resolution of issues must be achieved.
May be responsible for training and guiding others and/or reviewing their work.
Ability to make smart decisions quickly and independently.
Responsible for training and guiding others and/or reviewing their work.
Supervisory capacity to manage highly educated and/or specialized individuals.

On Board A Ship, WA, US.

Full-Time/Regular