Account Executive, Destination Experiences

2 months ago

Miami, Florida, United States Royal Caribbean International Full time

Journey with us Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

This position is responsible for assisting the Product Owner with the Destination Experiences which include Shore Excursions, Port of Call Experiences and Pre/Post Packages program. The Account Executive is responsible for analyzing, administering and maintaining information. They are also responsible for distributing the tour program information across all fields of business, internally and externally.

The Account Executive will be accountable and responsible for the successful delivery of Destination Experiences which include Shore Excursions, Port of Call Experiences and Pre/Post Packages within specific regions of the world and strategic ports of calls. They oversee the individual experiences as well as reporting on guest feedback, revenue, penetration, frequency and spend, risks, incidents, compliances, etc. This position is also responsible for developing tools for internal shoreside and shipboard stakeholders to successfully promote, sell and service the global Destination Experiences which include Shore Excursions, Port of Call Experiences and Pre/Post Packages.

The Account Executive is part of a high-performing team that is responsible for one of the top producing revenues generating businesses for the brand. Reporting to a Product Owner or Senior Product Owner of Destination Experiences (Shore Excursions) within Onboard Revenue in Hotel Operations. The objective of the Account Executive is to deliver results through effective project management and communication and will have a considerable impact on the success of the brand's long-term destination experience (shore excursions) revenue-generating business.

Essential Duties and Responsibilities:

  • Audit and verify tour and experience content displayed within internal and external channels. Such as photo, descriptions, disclaimers, etc.
  • Assist and supports the shipboard team on tour programs, tour changes, and interacts with other departments, inclusive of, but not limited, to Deployment, Destination Development, Sales, Marketing, Revenue Management, Hotel Operations, Onboard Revenue, Port Operations, and the international offices.
  • Works on special projects related to the tour program such as, but not limited to legal & insurance requirements, contracting, deployment and the request for proposal process.
  • Assist in developing training materials and communications that will enhance the knowledge of the product across the brand such as call centers, service agents, marketing, and shipboard employees.
  • Assist with product and brand management in the development of shore excursions and special events in assigned regions and ensures that tour programs are properly and consistently presented.
  • Provides support to call centers, internal/external teams regarding the tour program.
  • Day to day involvement with shipboard management to manage revenue goals, operational challenges, provide tour program information inclusive of, but not limited to, tour content worksheets, pricing, etc.
  • Perform competitive research on pricing and product offerings within specific regions of the world and/or strategic ports of calls.
  • Owns the process for the production and maintenance of the shore excursion collateral, including but not limited to; tour descriptions, operating plans, printed and visual media, contracts, insurance certificates, tour operator restrictions, pricing master, and online content.
  • Administer daily, weekly, and constant communication with tour operators and maintaining a high-level partnership ecosystem with our external tour partners.
  • Delivers on the process and reporting of auditing and inspecting experiences and tours during site visits and familiarization trips.
  • Constantly evaluating inventory levels of experiences within a short and mid time period and ensure there are optimal levels to exceed results.
  • Meet the expectations and requirements of the tour operator and partner contract process.
  • Delivers the requirements from risk, audit, compliance, and insurance related to the safe and compliant delivery of destination experiences delivered across the world.
  • Ensures that all guest and service escalations are managed successfully; and documents any trends in customer escalations that should be addressed through a process change.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Qualifications, Knowledge & Skills:

  • Associate or bachelor's degree in related discipline or equivalent.
  • 1 year or more of experience in cruise or travel industry, tour operator related business, or
  • experience in destination product development or operations. Longer tenure with this type of
  • experience would be a plus.
  • Excellent communication skills, empathy, humility and an appreciation for and understanding oflean start up, agile environment.
  • Proactive, demonstrate strong problem-solving skills and successful in a group setting.
  • Highly organized. Methodical in research, order, prioritization and implementation.
  • Very strong project management skills with ability to drive consensus in cross functional teams.
  • Strong knowledge in Microsoft office programs such as Excel, Word, PowerPoint, etc
  • Ability to travel up to 45-50% of the time.

Experience in project management (i.e. project that took ideas and concepts and delivered them as a final product to a customer or stakeholder, etc.) Longer tenure with this type of experience would be a plus.

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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