Company Description
Mystic Ocean is a new ocean cruise company based in Portugal, that offers cruises along iconic destinations such as Mediterranean, Baltic and North Seas. With a focus on delivering a value for money experience to its guests, Mystic Ocean is committed to establish a corporate culture focused on creating enriching career paths that create new opportunities for growth to our crew members.
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 as needed to ensure the tour operates to the Guest's and Mystic Cruise's standards.
Manage the Shore Excursion Team and the daily Tour Office operation, ensuring that the desk is manned at all times when the office is open.
To answer any Guests questions regarding tours, ports or individual private requests in a courteous and professional manner.
Conduct regular Shore Excursions Presentations to the guests with PowerPoint to stimulate sales.
To provide Guests with the most updated information with regards to tours (such as, but not limited to changes, cancellations etc.) in the form of a letter or a flyer and to distribute it accordingly in a timely manner.
To send out Tour Order Forms to all In-Transit Guests prior to the beginning of the upcoming cruise, along with a letter containing information on the turn-around port.
Check and be responsible for any material distributed to the guests from the Shore Excursion Department.
Ensure the Booking forms and any relative material is printed and supplied to the Housekeeping department for embarkation delivery into the cabins as well as additional materials needed during each voyage.
To liaise with relevant Department Heads about the number of Guests participating on tours.
To attend when possible any functions/social events onboard to increase guest interaction and help with onboard ratings.
Must be able to cross-train the Assistant Shore Excursions Manager for vacation cover or for promotion to the Expedition class ships.
Prepare the disembarkation groups and send out the luggage tags with letters for each cruise as required.
Other responsibilities, as assigned, but not limited to the above.
Operational Responsibilities
Ensure that every bus or tour group is escorted and that the onboard team is organizing the escorting duties as required for each port of call.
Follow proper communication procedures as outlined in the Hotel Operations Manual to ensure proper communication channels are followed at all times.
To ensure that any Maintenance issues in work areas are reported in a timely manner.
To adhere to all Company Policies and Procedures, Manuals and Directives.
Maintain all records and upcoming voyages in MXP as needed.
To be responsible for the daily dispatching of tours and coaches in each port of call.
Communicate daily with Tour Operators as needed for each port to ensure all arrangements are in place for all tour arrangements.
To prepare items such as, but not limited to tour packages, briefing materials and manifests etc. to ensure that tours run accordingly to guest satisfaction.
To create Port Description sheets for each port of call, containing the most updated information regarding attractions, opening hours and logistics etc.
To do research, to write and to record lectures for broadcasting, including significant sights and touring options as well as corresponding pictures.
To create the Tour Order Forms for current & upcoming cruises with the most updated dispatch times and/or operational changes.
Ensure all handover notes are completed and that at least the next 2-3 voyages are setup in MXP and all onboard systems.
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.
Overseeing the day to day accounting procedures.
Complete and sign all Tour Operator Invoices in each port prior to leaving.
Complete in a timely manner all relevant revenue & voyage reports to be sent to the Hotel Manager, Chief Purser and Shore Excursions Operations Manager.
Ensure all charges and accounting issues are correct and finalized to close every voyage with the Chief Purser prior to disembarkation.
Team Communication and Meetings
To attend the relevant HD meetings to ensure the current cruise or following cruise is organized.
To attend department head meetings each cruise and review the current cruise and the upcoming cruises.
Liaise with department heads and Cruise Director for any operational assistance required.
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
Education/Position Requirements
College Degree/Diploma beneficial.
Hotel or Tourism School beneficial.
Good geographical knowledge of the world and ports of call that Mystic Cruises visits.
Minimum of two (2) years' experience as Shore Excursion Manager onboard a four (4) or five (5) Star ship.
Experience in preparing and conducting live presentations of Shorex Excursions.
Must be fluent in written and spoken English and German.
Excellent interpersonal and public communication skills.
Must have very good administrative skills.
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.
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