Shore excursion staff - Ncl

ESSENTIAL FUNCTIONS

• Represents the image of the company and perform all activities in an enthusiastic

and professional manner.

• Works at the Shore Excursion desk; pier and/or remote location conducting tour

sales and assists guests and answers questions.

• Staff is to ask open ended questions regarding the guests tour expectations,

recommend tour options, upsell when possible and close all tour sales sold by

Norwegian.

• Promotes all excursions included in the itinerary, answer guests question concerning

local port highlights & general port information.

• Resolves issues related to an excursion by utilizing all tools provided in the Shore

Excursion Guest Service Standards Policy.

• Assists with tour ticket delivery & voyage preparation.

• Assists with end of voyage and end of month inventories.

• Escorts and evaluate tours as needed.

• Promotes, sells & guides the Behind the Scenes Tours.

• Regular duties also include: cross training employee candidates and the training new

employees. Managing and conducting tour dispatches from a ship lounge or from

the pier.

• Assist with other onboard activities such as but not limited to Pier Welcome Back,

and Guest Engagement as required by onboard management.

• Familiar with the roles and responsibilities of the Assistant Shore Excursion Manager.

• Must be able to provide effective Shore Excursion briefings and conduct Q & A

sessions with guests and colleagues.

• Performs other related duties as assigned or as directed. The omission of specific

duties does not preclude the supervisor from assigning duties that are logically

related to the position.

• Must be familiar with the Safety and Environmental Protection Policy and the SEMS,

and carry out the policies and procedures appropriate for his/her position.

DIMENSIONS

• Responsible for oversight and maintenance of onboard shore excursion

equipment/supplies.

• Responsible for sales of various tours based on itinerary and meeting budgeted

goals.

• Oversee and provide quality service for a large passenger vessel that can include

4,000+ guests for tour sales and dispatch.

QUALIFICATIONS, EDUCATION AND ATTRIBUTES

QUALIFICATIONS

• Minimum one year of experience in guest services or sales is required; a combination

of the two is preferred.

• Intermediate to Advanced level English verbal and writing skills, including the proper

use of English grammar is required.

• Intermediate to advanced skills in typing and computer software skills (Microsoft

Word, Excel, PowerPoint, Fidelio, AS400, Mac OS) is required.

• Intermediate knowledge of a wide range of itineraries, ports and tours is required.

• Basic ability to speak additional languages such as Spanish, Italian, German, or

French is preferred.

• Basic knowledge and understanding of numbering flow “debits/credits”, adjusting

entries and corrections is required.

EDUCATION

• High school diploma or foreign equivalent is required.

• Associates degree or foreign equivalent is preferred.

ATTRIBUTES

• Passionate about sales.

• Hospitality and customer service driven.

• Passionate about hospitality and customer service driven

• Must have a professional appearance and good hygiene

• Respect for all co-workers and guests

• Pride in your work by creating positive energy, excitement and fun

• Able to work 7 days a week

• Demonstrate positive behaviors; smiling, being polite and courteous

• Able to develop a camaraderie with team members

• Ability to live in close quarters, share limited space with other cabin-mate

Candidates are expected to work on board an international cruise ship.