Director, Destination Experiences

Responsible for the Crystal Shore Excursion Programs, Crystal Overland Tours, , World Cruise Events and Integration between A&K’s DMCs and Product with Crystal

Essential Job Duties

• Responsible for managing, directing, coaching and supporting the Destination Experiences Department at the corporate office and Shipboard Shore Excursion teams. Communicates with onboard FOM/Concierge teams for turnaround to perform in the most productive, cost-efficient and timely manner.
• Oversees the worldwide Crystal Shore Excursion Programs with responsibilities for creating, designing and developing tour content for excursions including World Cruise Events in all destinations to ensure they exceed expectations and maximize Shorex Revenue for each port of call. Responsible for site inspections, competitive analysis, selection of Ground Operators (DMCs) , Quality Assurance programs and marketing strategies to sell Crystal Destination Experiences programs.
• Responsible for selecting, appointing and managing Ground Operator/Tour Operator/DMC relationships in all destinations. Negotiates contracts in all worldwide destinations.
• Responsible for the selection and management of all onboard Shore Excursions staff.
• Responsible for the departmental budget preparation and submission to CPO for.
• Day-to-day administration and troubleshooting of all aspects of Destination Experiences Programs. Ensures costs are monitored and revenue goals are achieved or exceeded.
• Responsible for the integration of Crystal Shorex in the AKTG ecosystem, working close with all our DMCs around the world and with Corporate Product, focusing in continuous improvement
• Ensures that Shorex content is up to date in One IS
• Other responsibilities, not limited to the above, as assigned by the CPO. Responsible for training the Destination Experiences team on the department’s policies, procedures and standards. Responsible for yearly performance evaluations and disciplinary coaching. Informal and formal weekly, monthly, and quarterly meetings as needed with the teams. Periodic visits to ships for Quality Assurance monitoring and enhancement of guest experience.
• Managing budgets and quarterly forecasts for Destination Experiences Department.
• Staying on top of industry trends, Managing and Mentoring of direct reports, mitigating of issues as needed in a 24/7 guest service environment and keeping stakeholders abreast of any high priority developments. Managing the department budget, seeking ways to enhance revenue, reduce cost and improve guest experience.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Education: Bachelor's degree in hospitality, Tourism or Business is preferred. 

Experience: 10 years’ experience in managing Shorex/Tour/Ground Operations in the Luxury Cruise Market. 

Skills/Qualifications: In-depth knowledge of Guest Services, Cruise Operations, Ship Clearance, Port & Pier Operations and related worldwide requirements. 

Expected Hours of Work

The position is full-time and frequently requires working additional time outside of normal business hours.