Senior Account Executive, Destination Product Development

This position is on – site in our Royal Caribbean Headquarters 1050

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 competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Entertainment team has an exciting career opportunity for a full- Manager, Entertainment Technical Operations reporting to Sr, Director Royal Caribbean Productions.

Position Summary

The Senior Account Executive, Global Tour Operations is responsible for assisting the Account Manager(s) or Sr Account Manager with creating and overseeing the tour programs for a specific region as assigned. The programs incorporate all ships for the Royal Caribbean International brand. This position is responsible for analyzing, administering and maintaining information in Hybris program, Coupa / DocuSign, Riskonnect, Service Now, Smart Sheet Content and future platforms, as well as by distributing tour program information across all fields of business, internally and externally.  This is done by strategic initiatives, comparative analysis on products and pricing and finding niche markets.  Responsible for overseeing and working on special projects related to the tour program such as, but not limited to legal & insurance requirements, contracting, deployment, team representation, and the request for proposal process.  Identify new revenue opportunities with continuous focus on guest satisfaction as it drives revenue; creating new products as well as add / delete products where needed.  Track and monitor all contracts and insurance documents. Oversee the request for proposal process and timelines for all regions. This position is also responsible for assessing and responding to guest satisfaction and working with the relevant customer service channels for the brand.  The Senior Account Executive will also provide oversight to the Account Executives on the team, provide training and ensure that processes are consistently followed across all regions.  This role will play a key part in strengthening collaboration within the team and also outside departments that require the team’s assistance.

Essential Duties and Responsibilities

• Assist with product and brand management in the development of shore excursions in assigned regions and ensures that tour programs are properly and consistently presented.
• Develop and assist shore excursion programs in assigned regions for the Royal Caribbean International brand.
• Deal directly with assigned and new tour operators, as deemed necessary.
• Negotiate product content for shore excursions to ensure competitive pricing.
• Strategize and collaborate to find new and/or improved ways of maximizing revenue streams.
• Analyze market trends to proactively focus on guest driven experiences.
• Direct interaction with shipboard shore excursion managers and other shipboard management onboard the vessel to monitor tour product and provide support as needed.
• Collaborate with Deployment on operational challenges and make recommendations to ensure maximum shore excursion revenue and guest experience with the destination is achieved.
• Responsible 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.
• Review, maintain and track the request for proposal process to ensure consistency.
• Create training documents for presentations within or outside of the organization.
• Communicates tour content and the specifics of tour programs in the form of shore excursion presentations or webinars for assigned regions to customer service departments.
• Provides support to call centers, internal/external sources regarding tour program.
• Analyze weekly queries from system, shipboard and shore side management, and report on key performance metrics recommending to management suggested courses of action to maximize revenue and guest satisfaction. 
• Assist with performing site inspections and attend familiarization trips, trade shows or tour related conferences. Interact with various departments, inclusive of, but not limited, to Deployment, Sales & Marketing, Hotel Operations, Guest Port Services, Legal & Insurance and the international offices and representatives.
• Directly manage certain ports/regions as needed.

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 leadership.

Qualifications and Education

• Bachelor’s degree in Business / Finance or related discipline or equivalent, directly related experience. 5-7 years of experience in cruise line or tour operator related business with an emphasis in tour program development.
• At least two (2) years of experience in Global Tour Operations and/or planning or supporting tour program development.
• Understanding of Global Tour Operations in-house management/IT systems is desirable. 
• Experience with AS400 preferred.
• Excellent interpersonal skills to communicate with all levels of management, guests and employees.
• Ability to effectively present information to top management, public groups, and/or board of directors. 
• Working knowledge of personal computers.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to collect, analyze, and interpret revenue / tour performance data.

 

Financial / Quantitative Responsibilities 

• Monitor revenue results for voyages covering ports of responsibility. Works closely with our Finance Team to ensure budget forecasts and actuals are accurate as planned. Sets tour pricing for new programs in assigned region.

 

Internal / External Relationships

Internal Department interactions: Global Tour Operations, Product Development, Destination Development, OBR, Deployment, Risk, Compliance, Legal, Guest Experience, Port Operations, Hotel Operations, Groups / Sales, Access Department – Weekly

External Organization interactions: Tour Operators – Daily / Weekly

Working Conditions

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation.  While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds.

Ability to read and comprehend instructions, correspondence and memos. Ability to communicate effectively with various departments within the organization, both shipboard and shore side. Excellent interpersonal skills.  Ability to build, challenge and develop a high caliber team both shoreside and shipboard.

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.  

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.