• Commit to the Company’s Core Values – flawless execution, dedication to family & community, spirit of entrepreneurship, financial excellence and environmental stewardship.
• Assume personal responsibility for safety and NCLH’s impact upon the environment.
• To provide the highest level of service related to tour sales and bookings, private shore activities and disembarkation arrangements;
• Guest Experience
o Meets and exceeds guest expectations and ensures complete guest satisfaction;
o Provides guests with port and tour information;
o Distributes tour tickets and escorts tours
o Socializes with guests when time permitting
o Demonstrates genuine concern for guests’ well-being at all times
o Proactive approach to problem solving
• Operational and Administrative
o Assists Destination Service Manager with all administrative aspects of the tour office
o Assists with the maintenance of an updated and accurate filing system for reference;
o Responsible for sale of tours and private arrangements
o Responsible for dispatch of tour buses and private cars
o Assigns tour escorts
o Coordinates other requirements for tours (water, lunch boxes etc)
o Makes port descriptions, booking forms
o Responsible for organization of guest debarkation briefings
o Distributes internal tour information
o Performs all other duties as requested by supervisor or as listed in SOP Manual – Front Office;
• Finance
o Onboard sales of tours
• Training and Development
o Assists Destination Services Manager with the induction of new destinations staff
o Completes, participates and promotes the Signature Service Training Program
o Incorporates Signature Service standards of behavior in daily work in the areas of:
▪ Creating memories and positive experiences for guests
▪ Presenting yourself professionally
▪ Anticipating guest needs
▪ Completing guests requests and needs
▪ Handling guest challenges
▪ Improving the guest experience
• Social
o Maintains positive relationships with colleagues
o Respects the privacy and rights of colleagues
o Promotes cooperation and teamwork
• Safety
o Monitor the practical application of the Company's policy, procedures and instructions.
o Immediately report to the Master any instances where the vessel is unable or fails to comply with any Company’s policy, procedure, instruction, and any safety, environmental, or security requirement.
o Participate in crew and passenger safety drills according to instructions from ship’s command
o Complies with company safety and pollution prevention regulations;