Job Description

Manager, Escorted Tour Operations – Anchorage, Alaska

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation.

Our Escorted Tour Operations (ETO) is looking for a dynamic manager to lead our Tour Director program. This team supports multiple brands including Princess Cruises, Holland America Line, Seabourn, and Grayline of Alaska. You will manage a guest-facing staff that work in many operating locations throughout Alaska and Canada from May to September.

Responsibilities:

• Be the champion of company culture and provide inspired leadership.
• Build strong relationships within company and with our vendors through regular communication and addressing issues immediately.
• Familiarize self with the different tour components.
• Observe escorted tour program and provide feedback.
• Conduct regular communication with other team members by relaying Tour Director feedback and disseminate to appropriate stakeholders as necessary.
• Strategize process improvements to ensure all tasks are completed on schedule.
• Responsible for annual plan and period forecast updates.
• Responsible for monthly financial performance.
• Continually assess ETO operations and review for opportunities to reduce complexity, cost, or inefficiency.
• Be familiar with and coordinate tour build and costing in ETO Application.
• Oversees Markview & Oracle, the invoice & p-card approval process, and local purchase orders.
• Leads our interviewing, selection, and training of the Escorted Tour Operations employees.
• Responsible for supervision, performance management, salary administration, and coaching directly assigned personnel.
• Monitor Tour Director satisfaction scores to identify areas of improvement.
• Develop and manage plans & projects for annual season preparation.
• Participate in HAP committees that play a role in planning a successful season.
• Dedicated to delivering excellent customer service to all guests, coworkers, and vendors

Requirements::

• This job normally requires a minimum of four years of related experience, industry experience at a manager level preferred
• Experience with recruiting, hiring, employee management
• Experience with financial forecasting.
• Must pass a pre-employment background check which will include a credit check.
• Participates in HAP’s sustainability program, aka “Sustain Alaska & the Yukon”, and efforts by actively recycling (where available), reducing waste, and educating guests about our commitment to the environment.
• Participate in HAP’s safety culture to ensure a safe workplace for all team members and a safe vacation experience for all guests.
• Dedicated to delivering excellent customer service to all guests, coworkers, and vendors.
• Dedicated commitment to a diverse, equitable and inclusive work environment.
• Must be able to legally work in the United States. Holland America-Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-2B status)

Skills, Knowledge, and Abilities:

• Ability to prioritize work, and maintain attention to time constraints, while working in a team or group environment.
• Ability to organize work, meet deadlines, maintain attention to detail and accuracy, and supervise and manage staff and guests’ requests/inquiries.
• The ability to work in a fast-paced environment with multiple tasks and external influences.
• The ability to clearly communicate verbally and in writing with all levels of employees, management, and guests.
• The ability to work independently with minimal supervision while achieving daily goals.
• Demonstrate an ability to maintain confidentiality.
• Ability to communicate, coordinate and collaborate with multiple departments, management, and staff.
• Ability to support and comply with company policies, procedures, and guidelines including support and compliance with company health and safety standards.
• Ability to stand/walk/work on feet for a minimum of 8 hours per day.

Benefits

• Cruise and Travel Privileges for you and your family
• Health Benefits
• 401(k) Plan Employee Stock Purchase Plan
• Training & Professional Development
• Rewards & Incentives

Our Culture…Stronger Together:

Our highest responsibility, and therefore our top priorities, are always compliance; environmental protection; and the health, safety, and well-being of our guests, the people in places we visit, and our Carnival family, both shoreside, and shipboard. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement, and Core Values at: https://www.princess.com/aboutus/culture-framework/.

Holland America Line and Princess are equal-opportunity employers. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.