Job Description
General Responsibilities
To recommend and sell tour activities to Guests and making the most of their shore side experience and to offer suggestions and recommendations to all Guests regarding all our ports of call.
To escort and participate on tours in every port ensuring the quality of tour, tour guides and programs are followed as described and that guests have a good tour experience while maintaining Mystic Cruise’s standards.
Assist the Shore Excursion Manager & Assistant Shore Excursion Manager as directed in the day-to-day operation of the Shore Excursions Department.
To answer any Guests questions regarding tours, ports or individual private requests in a courteous and professional manner. Remembering that its your responsibility to follow-up with the individual guest that they are content with the information received and have no further queries.
Assist at lectures in greeting guests into the lounge and handing out booking forms.
Assist during dispatch as directed and ensuring the guests are kept informed of what is needed for the day.
Take ownership of any issues during a tour and that they are resolved accordingly.
When a tour includes a meal or snack, only sit to eat once the guests are all taken care of and make sure to walk around to ask that all is well. You are there to ensure their tour runs smoothly.
Assist in the preparation of materials to guests with information with regards to tours (such as, but not limited to changes, cancellations etc.) in the form of a letter or a flyer.
Assist when possible in the preparation of any material sent to guests such as Tour Order Forms, turnaround materials and/or any letters or flyers.
Help to Double-check printed material as instructed.
Attend functions/social events onboard as instructed to increase guest interaction and help with onboard ratings.
Assist in the preparation of the disembarkation groups as instructed.
Other responsibilities, as assigned, but not limited to the above.
Operational Responsibilities
Assist the Assistant Manager with the escorting assignments and training as needed.
Ensure the Shorex Excursion Desk is always manned as per schedule.
Attend safety trainings as instructed.
Report any Maintenance issues in work areas.
To adhere to all Company Policies and Procedures, Manuals and Directives.
Assist in MXP inputting and organization as instructed.
Familiarize yourself with all aspects of the tours operated in each cruise. You are the expert and need to know the tour details when answering questions to the guests.
Assist with the daily dispatching of tours and coaches.
Assist as required in the preparation of items such as escort packs and needed dispatch material.
Assist when possible in the elaboration of Port Description sheets for each port of call.
Financial Responsibilities
To be cost conscious with the use of office supplies and other consumables in the Tour Department.
To ensure that Company property is maintained properly and treated with respect at all times.
Be responsible when issuing tickets and bookings for guests into MXP.
Never to cancel any tour ticket without permission from your managers.
Team Communication and Meetings
Maintain proper communication with the Shorex Team, other department heads and management to ensure a smooth operation.
Always bring up any potential issues during the team meetings.
Safety Responsibilities
To practice Safe Lifting Techniques at all times.
Emergency Duties:
To follow instructions noted on Safety Card.
To participate in Guest/Crew Lifeboat Drills as per instructions.
Other safety responsibilities, as assigned, but not limited to the above.
Qualifications:
College Degree/Diploma beneficial.
Hotel or Tourism School beneficial.
Good geographical knowledge of the world and ports of call that Mystic Ocean visits.
Minimum of one (1) year experience shore-side or on ships in a similar function.
Must be fluent in written and spoken English and German.
Excellent interpersonal and public communication skills.
Must have very good administrative skills (proficient in Microsoft 365, Outlook, Word, Excel and PowerPoint).
Very good organizational skills are necessary along with the ability to multi-task.
Must possess the ability to interact with all levels of people.
Must be able to remain calm under pressure.
Must be service minded with an outgoing, charming and friendly personality.
Job Tags
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