• Manage complaints on the spot, resolving problems immediately – remembering always the company’s revenue and guests’ satisfaction objectives. Problems requiring intervention beyond your capabilities must be referred without delay to the Assistant Destination Manager or Destination Manager.
• Apply as per procedure shorex discount guidelines.
• Know and apply the Shore Excursions cancellation policy as per procedure.
Be careful with refunds. Try to resolve guests’ problems encountered, but in
difficult situations refer to the Assistant Destination Manager.
• Keep the excursion office clean, in good order, with adequate promotional
material.
• Follow up Guests’ requests, questions, or complaints.
• Approach arriving guests to inform them about the excursions, assisting them to select the tours (how to book, deadlines, best excursions etc.) and to hand out informative material.
• Ensure the screen outside shorex office is updated with the tours for the next day.
• Collect bookings and process them using the Resco System or digital
channels available on board.
• Ensure the office always has an adequate supply of tickets and stationery.
• Arrive at the office at least 15 minutes before the opening times to issue tickets and to organize the office before guests start arriving at the desk.
• Arrive 30 minutes before the scheduled meeting time for excursion departures taking along with you: shorex attendees’ lists, stickers, lollipops and shorex forms and make sure the shorex team is properly organized.
• In the meeting point, ensure the excursion signs are highly visible and that the meeting points are properly organized (Exit/Meeting point Roll up in place, Slide in the theatre, etc).
• When dispatch is over, recollect all signs, roll ups and other materials used in the ships lounge and bring back to the office.
• Board the bus assigned to you by the Destination Manager and introduce
yourself by microphone.
• Assess the guide’s performance, the bus condition and check the participants are satisfied with the service.
• Take a copy of the shorex form with you. Check that the route and timing of the excursion is performed as per contract; If not, act consistently.
• Provide translation in case the local tour guide does not cover in the language/s spoken by the guests.
• In the event of any accident, inform the Destination Manager immediately by telephone or radio. If the accident involves a guest and medical assistance is needed, help find the medical assistance if needed and offer help to the guest as required.
• While on tour, take advantages of this opportunity to talk to the passengers,
promote or suggest tours for the following port of calls. Any interaction should turn into a selling process.
• Upon you return from excursion inform the Destination Manager
of any discrepancies or improvement suggestions
• Perform other duties as assigned by Sorex Manager or / and Hotel Director
This is an exciting role for those interested in working on a cruise ship.