Manager, Shore Excursions Operations

Job Description One of the best-known names in cruising, Princess is the worldu2019s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply canu2019t. The Love Boat promises something for everyone. We are looking to hire ana Shore Excursions Operations Manager. The Shore Excursions Operations Manager is responsible for the dayu2011tou2011day operational excellence, safety, compliance, and delivery of Princess Cruisesu2019 global shore excursion program. This role works closely with shipboard management, shoreside operations, port agents, and tour operator partners to ensure seamless execution, exceptional guest experiences, and strong revenue performance. The position oversees a team of three Managers, Administration & Shore Operations, providing direction, development, and operational alignment to ensure consistent and reliable shore excursion execution across the fleet. Hereu2019s a summary of what Princess is looking for in a Shore Excursions Operations Manager. Is this you? Responsibilities: + Shipboard & Operational Support u2013 35% + Provide daily operational support to shipboard Shore Excursions teams. + Resolve escalations related to logistics, safety, staffing, and guest experience. + Monitor performance and ensure policy adherence and compliance. + Laise with product managers in efforts to keep tour operators accountable to contractual agreements and ensure compliance. + Support itinerary changes, cancellations, and incident resolution. + Monitors and control the manning for all ships to guarantee the department manning needs are met in all regions and based on seasonality. + Laise with onboard management to ensure collaboration between shore excursions and other onboard departments + Process Optimization & Dispatch Excellence u2013 10% + Improve shipboard dispatch processes, tour flow, signage, and logistics. + Implement efficiency initiatives to enhance operational reliability. + Manages the process to design and implement a department SOP, liaising with all relevant departments the communication of all procedures and their adherence. + Managers the maintenance of the SOP as the updates happen. + Quality Assurance & Guest Experience u2013 15% + Monitor performance across guest feedback platforms. + Partner with Product Development for enhancements. + Analyses tour reviews to identify opportunities for improvement. + Follow up with onboard teams and tour operators on guests feedback to implement corrective actions where needed. + Incident Response, Safety & Risk Mitigation u2013 15% + Respond to major incidents and guest complaints. + Ensure timely reporting, investigation, and followu2011up. + Reinforce safety and emergency protocols. + Develop, implement and monitor the incident management process and serves as a liaison between product managers, onboard management and tour operators. + Talent Development & Department Oversight u2013 25% + Lead and develop the onboard teams by providing coaching, performance oversight, and operational guidance. + Ensure alignment of workload and operational priorities. + Lead and manage the departmentu2019s talent review process to ensure all team members have a clear and consistent understanding of performance expectations, role responsibilities, and success criteria. + Clearly communicate evaluation standards, competencies, and behavioral expectations, ensuring transparency and fairness across the organization. + Partner with leadership to translate talent review outcomes into actionable individual development plans, outlining concrete steps, skills, and experiences required for professional growth and career progression within the department. + Provide guidance and coaching to managers and employees to ensure the talent review process is understood as a development toolu2014not solely an evaluationu2014supporting retention, succession planning, and internal mobility. + Monitor progress against development plans and ensure follow-up actions are executed, reinforcing accountability and continuous improvement. Knowledge & Skills: + Scope: This role oversees operational standards and performance across hundreds of shore excursion products, partners, and ports. The scope includes operational support, vendor management, safety and compliance oversight, dispatch and logistics optimization, process improvement, feedback and quality management, and consistent collaboration with Product Development, Safety, and Guest Experience teams. The position also serves as the primary operational liaison between Princess Cruises and tour operator partners in assigned regions. + Impact: The Shore Excursions Operations Manager meaningfully influences both guest satisfaction and onboard revenue, making it a strategic position within the Onboard Revenue organization. The role oversees the operational delivery of hundreds of shore excursion products across the global fleet. Flawless execution directly affects Tour sales and conversion, Repeat sales and upsell opportunities, Onboard guest spending tied to satisfaction and confidence. Impact on Guest Experience and Brand Reputation - Every excursion is an extension of the Princess Cruises brand. This role ensures Consistent quality standards fleetu2011wide, Fast and effective resolution of operational issues and guest escalations, Corrective actions based on guest feedback, Smooth shore excursion execution is among the top drivers of overall NPS and brand loyalty. Safety, Compliance & Risk Mitigation - The role safeguards company liability by Reinforcing safety protocols, Managing incident responses, Ensuring operators meet compliance and contractual obligations. Operational Efficiency Across the Fleet - The manager improves Dispatch operations, Logistics flow, SOP implementation and adherence, Manning alignment across ships. Talent Development and Organizational Strength - The role oversees both shoreside and shipboard teams, shaping culture, expectations, and leadership capability across the department. It impacts Quality of frontline execution, Succession planning, Role clarity and accountability, Retention and development of key talent. + Leadership: The role manages both direct reports and indirect shipboard teams. To succeed, the manager must Coach and develop others, Drive performance alignment, Lead talent reviews, Translate development goals into actionable plans, Communicate expectations clearly. This requires high emotional intelligence and consistent followu2011through. For all roles: + Knowledge: Understanding of workplace policies and procedures of the Shipboard and shoreside Shorex operation / Familiarity with team collaboration tools and techniques. + Skills: + Strong analytical, operational, and problemu2011solving skills. + Excellent communication and relationshipu2011building skills. + Ability to manage complex logistics across multiple ports. + Proficiency in Microsoft Office and operational systems. + Ability to travel up to 25%. + Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks. Requirements: + Bacheloru2019s Degree required (Hospitality, Tourism, Business preferred). + 3u20135 years in shore excursions, destination management, tourism operations, or logistics. + Strong vendor management and quality oversight experience. + Shipboard/marine operations experience preferred. Travel: More than 50% with shipboard travel likely Work Conditions: Work beyond normal business hours or on weekends may be required occasionally to support business needs, projects, or operations. Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. This position is classified as u201cin-office.u201d As an in-office role, it requires employees to work from a designated Princess office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. Princess provides comprehensive and innovative benefits to meet your needs, including: What You Can Expect + Cruise and Travel Privileges for You and Your Family + Health Benefits + 401(k) + Employee Stock Purchase Plan + Training & Professional Development + Tuition & Professional Certification Reimbursement + Rewards & Incentives Our Cultureu2026 Stronger Together Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: /en-us/company-information Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. Americans with Disabilities Act (ADA) Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact . #PCL #LI-Hybrid #LI-TM1

Created: 2026-03-30