Senior Director Destination Experiences

The Senior Director Destination Experiences is 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 Functions:

• 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 of 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.
• Managing budgets and quarterly forecasts for Destination Experiences Department.

• Day-to-day administration and trouble shooting 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, ad hoc: 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.

• 4 year degree preferred in Hospitality, Tourism or Business.
• 10 years’ experience in managing Shorex/Tour/Ground Operations in the Luxury Cruise Market.
• In depth knowledge of Guest Services, Cruise Operations, Ship Clearance, Port & Pier Operations and related worldwide requirements.
• Meets and communicates as needed to ensure a smooth operation and to meet Crystal’s high standards, with Destination Experiences team, members of other departments as well as with AKTG and of external business partners.