Job Description
Contract Length: 6 months on/2 months off
Joining date: 1st February 2026
Shore Excursions Agent
Reports to: Shore Excursions Manager
Responsibilities:
Expertise in Delivery:
- Responsible for understanding the destination & its audience suiting highlights. Ability to gather additional information when required, offering suitable advice to the audience(s) onboard and proactively encouraging tour bookings (when suitable) to ensure cruise targets are exceeded and minimum tour numbers are reached.
- Assists the Shore Excursions Assistant and Manager to deliver a successful tours dispatch and ensuring organized, timely departures and returns. The ability to monitor, understand and communicate all feedback effectively to the relevant parties involved.
- Confident to work with both independent guests and guests planning to remain onboard whilst in port, to encourage them to go ashore into the destination, by finding them something of interest and advising on how they can do it.
- To join tours in every port and identify and share any discrepancies found on the tour and with destination experience materials (e.g. port maps) in order to continually improve.
- Assist with the monitoring and feedback of destination surveys, comments and escort reports.
- Confidence to challenge systems and working methods in order to continually improve efficiency. Always leads by example always displaying the Aroya values.
Complaint Handling:
- Assists with handling any destination related guest complaints or supplier issues, with the aim of resolving as soon as possible whilst guests are onboard. Accountable for sharing any Shore Excursions related guest complaints or supplier issues with the Shore Excursion Manager, with the aim of resolving as soon as possible, whilst the guests are onboard.
Shore Excursion Presentations:
- Attends port presentations with a view of being on hand to answer any destination related queries.
Revenue Promotion:
- Communicating with the Shore Excursion Assistant and Manager about any revenue generating ideas and sales opportunities which would help promote suitable market audience tours. Ensure destination experiences are understood and communicated to guests to both raise awareness of what the destination offers but also to boost tour sales.
- Ability to identify, and take advantage, of sales opportunities as they arise, matching tour suggestions with interests and outlooks of guests whilst maximizing revenue. Working to discover the reason why guests may not wish to book tours and feedback to the Shore Excursion Manager to allow potential development of the tours program.
Targets & KPIs:
- Be aware of all KPIs and strive to achieve them.
Shore Excursion Partner Relationships:
- Maintaining positive relationships with tour operators whilst on tours and establishing positive relationships with local tourism boards and cruise networks.
- Responsible for administering and conforming to Aroya standards and processes in place. - Assist with monitoring the performance of the tour providers and tour guides whilst on tour.
Guest Engagement:
- Builds relationships with guests through desk hours, dispatch and escorting tours.
- Actively promoting audience-suiting destination experiences through interaction amongst the guests around the ship. Attends all key events.
Communication:
- Maintains ongoing communication with Shore Excursions Manger and Shore Excursions Agents to ensure alignment and address any needs or concerns.
- Assists the Shore Excursion Manager to ensure the performance of tours and tour providers is monitored and this information (both positive and negative) is effectively communicated to the Shore Excursion Manager for the purpose of continual improvement. - Sharing tour schedules with relevant personnel on-board, especially for high volume tours and tours potentially affecting mealtimes
Grooming Standards Compliance:
- Adhere to grooming standards in alignment with Aroya expectations and guidelines.
Safety and Compliance:
- Responsible for performing Safety, Environmental, and Emergency Response duties as assigned, in accordance with Aroya Cruises' protocols.
Additional Duties:
- The post-holder will be required to undertake such duties as may reasonably be expected. All members of staff are expected to be professional, co-operative and flexible within the needs of the post, department and the Company. Duties of the post could vary from time to time as a result of new legislation, changes in technology or policy. In the event, appropriate training will be provided.
Profile:
- Demonstrates strong command of both verbal and written communication skills in English. Proficiency in Arabic is desired.
- Capable of addressing issues effectively, making timely decisions, and developing appropriate solutions.
- Capable of addressing issues effectively, making timely decisions, and developing appropriate solutions.
- Must be able to work and excel in a team environment and individually
- Must be flexible in terms of last-minute changes
- Have a strong ability to build inter departmental relationships
Job Tags
Contract work, Local area, Immediate start, Flexible hours,