Apr 16, 2019

Assistant Island Shore Excursion Manager

  • Royal Caribbean LTD
  • CocoCay (Royal Caribbean), The Bahamas
Full Time Administrative & Support Services Assistant General Business Hospitality & Tourism Management Water Sports

Job Description

Assistant Island Shore Excursion Manager

Perfect opportunities begin at Perfect Day!

Combine your experience and sense of adventure by joining our exciting team of employees in CocoCay, Bahamas. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

The Assistant Island Shore Excursions Manager should possess a dynamic outgoing demeanor with a passion for delivering industry leading service while demonstrating exemplary skills. The role establishes and drives a positive working environment and focuses on the Guest Experience while operating with optimum Safety in all activities with our guest and fellow colleagues in mind. The Assistant Island Shore Excursions Manager is responsible for assisting the Island Shore Excursions Manager in ensuring the smooth day-to-day operation of all sports & leisure activities (e.g. wave jet, kayak, scuba diving, balloon etc.), tours & excursions, rentals, VIP services, retail stores, and recreational facilities. The Assistant Island Shore Excursions Manager assists in overseeing the entire guest Cabana Product experience. Leading by example at the Front of House; this is a position that requires exemplary customer engagement. This includes, but is not limited to, health and safety, guest service, cleanliness, revenue generation, expense control, training, leading tours, first aid, CPR and the upkeep and maintenance of equipment.  

Additionally, the Assistant Island Shore Excursions Manager must ensure compliance with all laws, health and safety procedures, manufacturer guidelines, and standards set forth by the PADI program, lifeguard program, Aerophile, SQM, and RCCL guidelines. They must also possess knowledge of equipment maintenance, and demonstrate the ability to react appropriately to adverse weather and water conditions.

As a leader in the organization, he/she must lead and inspire all employees to work to their highest capabilities and ensure they continuously develop talent in the department. This includes providing feedback on manning levels to maintain a positive and safe work environment as well as monitoring training needs and facilitating training.

The role also supports the Activities Guides, Dive instructors, and Cabana Attendants as and when required. This position reports directly to the Island Shore Excursions Manager. The vision is to ensure total guest experience achieved through delivering a flawless program at all levels ensuring the maximum safety of guests and employees while enhancing product delivery, generating revenue streams and ensuring optimum knowledge shared with all employees as it relates to Rescue, Safety, Maintenance, Risk, Guest Satisfaction and compliance. This position description in no way states or implies that these are the only duties to be performed by the Island employee occupying this position. Employees may be required to perform any other job-related duties assigned by their supervisor or management.

Essential Duties and Responsibilities:

All duties and responsibilities are to be performed in accordance with Royal Caribbean International’s Royal Way Experience, SQM standards, health and safety guidelines, environmental guidelines, PADI standards, lifeguard standards, and safety policies.  Each employee may be required to perform other functions. Each employee must conduct oneself in a professional and courteous manner at all times. This consists of physical and verbal interactions with guests or fellow shipboard and Island employees. The role performs the following essential duties and responsibilities:

  • Assist the Island Shore Excursions Manager in all aspects of the operation.
  • Support in the management of a total of 40+ employees.
  • Monitor the application of safety standards in training, tour guiding, maintenance of equipment, etc.
  • Propose changes of existing standards or implementation of new procedures when needed to improve safety efficiency.
  • Perform, teach, and evaluate all tour operations on the Private Destination.
  • Work with the Management Team in maintaining a safe operation for both employees and guests.
  • Participate in regular meetings with the team and management to ensure good communication.
  • Conduct daily and frequent site inspections to ensure that all departments and employees meet the highest possible standards of safety, courtesy, cleanliness, and efficiency.
  • Create and deliver job specific trainings and competency testing in order to equip all employees with the skills, knowledge, and attitude to perform their jobs.
  • Develop skills and knowledge of team, provide further training and feedback for those interested in career development.
  • Clearly explain all expectations, roles, and responsibilities to employees.
  • Develop, implement, and monitor schedules and rotation sheets for the operation.
  • Work to maintain an efficient and cooperative atmosphere among employees.
  • Role model and reinforce all company policies, as well as serve as a positive ambassador.
  • Maintain a working knowledge of general and departmental safety procedures.
  • Attend and conduct safety training programs, in-service education, and physical training as required.
  • Maintain a complete knowledge of the operation including the operating procedures for all attractions and positions.
  • Conduct daily, weekly, monthly, and annual inspections and safety checks of all operating areas.
  • Lead, record, and document all inspections and trainings to ensure conformance to standards.
  • Respond to any type of incident in a controlled and appropriate manner. Coordinating responses from individuals and any equipment required.
  • Drive boats and respond to any water related incident.
  • Assist in investigate any incident that occurs and ensure the incident investigation is completed in a timely manner in compliance with the investigation policy and procedures.
  • Ensure all areas of concern are fixed before the area or equipment is placed in operation.
  • Identify safety hazards, housekeeping issues, or maintenance requirements and report issues to the appropriate channels.
  • Explain the difference between Gross and Net revenues and know how to Identify tours with higher profit margins.
  • Train the team on what tours are higher profit margins and how to up sell and cross sell tours.
  • Be able to explain when and if a tour should be cancelled due to weather and safety.
  • Reschedule and redirect guests to alternative activities to retain revenue.
  • Train Team to respond quickly, intelligently, and decisively to incidents and emergencies.
  • Train Team to effectively communicate with guests during operational changes and evacuations.
  • Train team on sales techniques and promotion of island activities.
  • Regularly participate in emergency scenarios to maintain a “rescue ready” culture.
  • Ensure Team recognizes unusual conditions and are always ready to initiate appropriate operational changes.
  • Ensure all Team operates within PADI and RCCL guidelines along with internal procedures.
  • Conduct opening and closing procedures of the Island including designated areas of the beach facilities to make show ready.
  • Maintain cleanliness by straightening out furniture, organizing equipment, returning life jackets to stands, picking up garbage, etc.
  • Maintain a general knowledge of the entire island operation.
  • Understand the workings of the PADI website to assist with the tracking of instructor information and qualifications.
  • Monitor and document compliance of employee insurance requirements.
  • Project a positive public relations image to employees and guests at all times.
  • Display a friendly, helpful, and cheerful attitude while communicating effectively with employees and guests.
  • Fully engage a team environment and cultivate a culture where people want to do their best. Motivate, inspire, appraise, coach, guide and teach team members on all facets of the new Perfect Day Model which will include a comprehensive Cabana Program.
  • Foster team unity and inspires commitment to the brand.
  • Ensure all employees have current information and are equipped to respond to guest needs and anticipate their unstated ones.
  • Turn problems into opportunities by actively listening to and quickly resolving guest complaints.
  • Actively seek and assist guests and be available to answer questions.
  • Implement initiatives, changes, and trainings aimed to continuously improve the guest experience.
  • Enforce all rules and provide crowd control in a friendly and fair manner.
  • Track guest comments. Highlight areas of concern and provide effective solutions.
  • Prepare and compile financial and operational reports for the Management Team.
  • Apply expertise in order to ensure performance stays within the bounds of the designated budget and with regulations and where possible, best corporate/industry practice.
  • Provide input on revenue generating opportunities and proactively makes recommendations for cost savings.
  • Monitor inventory to ensure quality and timely delivery of products.
  • Receive, issue, and take inventory of supplies and equipment.
  • Report shortages to the appropriate channels.
  • Accepts ownership for achieving results in all areas of accountability including NPS, ratings, revenue, and expenses, Workplace Safety and Employee Satisfaction.

Qualifications:

  • Working knowledge of computers, Internet access, and the ability to navigate within a variety of software packages such as Excel, Word, PowerPoint, E1, Medallia, Amos, ASR and crunch time required.
  • Demonstrated aptitude for the financial aspects of managing departmental budgets.
  • Knowledge of principles and processes for providing customer and personalized service including needs assessment, problem resolution and achievement of quality service standards.
  • Previous exposure to international environments strongly preferred.
  • Previous experience in water sport/amusement parks/tours safety planning and procedures.
  • Demonstrated leadership capabilities.
  • Knowledge of PADI standards would be an advantage.
  • Ability to confidently drive and maneuver boat. Or be required to learn and develop the skills to become a confident boat operator.
  • Bachelor’s degree (B.A.) from four-year College or university, or two years related experience and/or training; or equivalent combination of education and experience.
  • Prior experience supervising and instructing Aquatics programs and or land based tour operations is advantageous.
  • Ability or capacity to be trained to assume the role of Island Shore Excursions Manager in their absence.
  • Basic Public Health knowledge required.

Language Requirements:

  • Have a good command of English to understand and enforce rules in a polite and effective manner.
  • All employees must be able to communicate in the English language in order to understand and interpret written procedures. This includes the ability to give and receive instructions in written and verbal forms and to effectively present information and respond to questions from guests, supervisors and co-workers.
  • Additional languages would be advantageous.

Physical Demands:

  • Must be physically fit and able bodied to be trained as a lifeguard Instructor.
  • Demonstrate the ability to swim a minimum of a 300 meter swim, 2 minutes water tread without use of hands and be able to dive 3-4 meters to ocean floor picking up a 10 LB weight.
  • Must be able to stand in the sun and endure external elements during work assignment.
  • While performing the duties of this job, the employee is regularly required to stand, walk, use hands to touch, handle, or feel, reach with hands and arms, talk or hear.
  • Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  • All island employees must be physically able to participate in emergency lifesaving procedures and drills. Full use and range of arms and legs as well as full visual, verbal, hearing abilities are required to receive and give instructions in the event of an emergency, including the lowering of lifeboats.
  • Ability to lift and/or move up to 50 pounds.

Work Environment:

  • While performing duties of this job, the employee is required to walk outdoors in extreme humid and hot conditions for extended periods of time.
  • This is a position where duties are exercised outdoors and walking in sand and uneven surfaces will be required.

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.