Analyst, Shore Excursion Operations

Royal Caribbean Group; Miami (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

Royal Caribbean Group is seeking an Analyst for Shore Excursion Operations to support operational readiness, performance, and continuous improvement of Celebrity Cruises’ shore excursion portfolio. You will evaluate tour performance, guest satisfaction, pricing, and costs, manage content and systems, and partner with operators and internal stakeholders to drive guest experience and financial success.

The role involves analyzing KPIs, coordinating with shipboard teams, and developing new tour

Qualifications

• Bachelor of Science degree in hospitality, tourism, business administration, or a related field (or equivalent experience).
• At least 2 years in Operations/planning or supporting tour program development.
• Experience with Global Tour Operations in-house management and IT systems.

Responsibilities

• Manage assigned shore excursion programs and ensure products are operationally ready, accurately presented, and aligned with brand standards.
• Maintain accurate tour content, contracts, insurance documentation, pricing, restrictions, incident information, guest feedback, and operational records across required systems.
• Analyze tour KPIs including guest satisfaction, revenue, costs, margin, participation, utilization, pricing, and operational performance; recommend actions to improve tours.
• Monitor tour costs, investigate variances, validate charges, and identify savings opportunities without compromising quality.
• Communicate tour content, pricing, and tour program specifics to internal/external venues for sales/promotional purposes.
• Partner with shipboard teams and internal stakeholders to resolve issues and ensure consistent execution.
• Create training documents for presentations within or outside the organization.
• Identify portfolio gaps, destination trends, and new product opportunities supporting revenue and guest satisfaction.
• Manage day-to-day tour operator/vendor performance incl. pricing, service delivery, quality, changes, and improvement plans.
• May assist with site visits in Australia, New Zealand, Japan, and Asia.
• Develop and support shore excursion programs in assigned regions for Celebrity Cruises.

Skills

Data analysis

KPI analysis

Communication

English proficiency

Education

Bachelor of Science degree in hospitality, tourism, business administration, or related field

2+ years Operations planning or tour program development

Experience with Global Tour Operations IT systems

Tools

Riskonnect

Pre-Cruise Planner/Hybris

Apex Vendor Payment Portal

Smartsheet

Agiloft

ServiceNow

DocuSign

Oracle

ECCR

AS00

Medallia

SharePoint

Job description

Analyst, Shore Excursion Operations

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 incredible team of employees at Royal Caribbean Group. We are proud to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Royal Caribbean International, Celebrity Cruises: Shore Excursions Operations team, has an exciting career opportunity for a full-time Analyst, Shore Excursion Operations reporting to the Manager, Destination Product & Experience

Position Summary

This position supports the operational readiness, performance, and continuous improvement of Celebrity Cruises’ shore excursion portfolio. The Analyst evaluates tour performance, guest satisfaction, pricing, costs, and operational trends; manages tour content and systems; partners with tour operators and internal stakeholders; and recommends actions that improve guest experience, financial performance, and operational execution.

Essential Duties and Responsibilities

• Manage assigned shore excursion programs and ensure products are operationally ready, accurately presented, and aligned with brand standards.
• Maintain accurate tour content, contracts, insurance documentation, pricing, restrictions, incident information, guest feedback, and operational records across required systems.
• Analyze tour KPIs, including guest satisfaction, revenue, costs, margin, participation, utilization, pricing, and operational performance, and recommend actions to improve, expand, reposition, or discontinue tours based on results and guest feedback.
• Monitor planned and unexpected tour costs, investigate variances, validate charges, and identify savings opportunities without compromising quality or the guest experience.
• Communicates tour content, pricing, and specifics of tour programs to all internal/external venues for sales/promotional purposes.
• Partner with shipboard teams and internal stakeholders to resolve issues, support service recovery, and ensure consistent execution across shoreside and shipboard operations.
• Create training documents for presentations within or outside of the organization.
• Identify portfolio gaps, destination trends, and new product opportunities that support revenue growth, guest satisfaction, and brand differentiation.
• Manage day-to-day tour operator and vendor performance, including pricing, service delivery, quality standards, operational issues, program changes, and improvement plans to ensure consistent, high-quality guest experiences.
• May assist with site visits in Australia, New Zealand, Japan, and other areas in Asia.
• Develop and support shore excursion programs in assigned regions for Celebrity Cruises.

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 supervisor or management.

Qualification and Education

• Bachelor of Science degree in hospitality, tourism, business administration, or a related field, or an equivalent number of years of directly related shore excursion or tourism experience.
• At least two (2) years of experience in Operations and/or planning or supporting tour program development.
• Experience working with Global Tour Operations in-house management and IT systems.

Knowledge & Skills

• Good understanding of international destinations, specifically Australia, New Zealand, and Asia, and other areas of the world.
• Stay aware of world events and the effect they may have on ship calls and corresponding tour operations.
• Remain informed of industry trends and events via review of trade journals and other industry communications / forums / etc.
• Knowledge of the following systems is preferred: Riskonnect, Pre-Cruise Planner/Hybris, Apex Vendor Payment Portal, Smartsheet, Agiloft, ServiceNow, DocuSign, Oracle, ECCR, AS00, Medallia, and SharePoint.
• Excellent communication, time management and writing skills.
• Ability to analyze trends and pricing/cost data.
• Proficiency with Microsoft Office applications and the ability to learn and work across tour management, content, reporting, and operational systems.
• Must be able to work independently as well as a team member.
• Ability to communicate effectively both verbally and via email.
• Must be proficient in both written and verbal English skills.
• Supports the financial performance of assigned tour programs through KPI analysis, cost monitoring, pricing reviews, invoice and charge validation, and identification of revenue and cost‑improvement opportunities.

Internal / External Relationships

Partners with tour operators, shipboard teams, Product Development, Revenue Management, Finance, Marketing, Legal, Risk, Procurement, IT, and other internal stakeholders to support tour performance and deliver high‑quality guest experiences.

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. Travel may be required up to 25% of the time

The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 - 15 pounds. Visual requirements include distant, close and color vision, and ability to adjust focus.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassmenton the basis ofrace, 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 Groupand each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

We are committed to providing equal employment opportunities and to providing reasonable accommodation to support candidates with disabilities during our hiring process.If you need a reasonable accommodation, please reach out to us at [e-mail] . This email is for disability-related accommodation requests only.