Guest Experience Director: Cruises & Excursions

American Cruise Lines; Bangor (ME); On-site; USD 55,000 - 111,000; Full time

Benefits offered by this job

Health / Dental / Vision

401(k) matching

Travel, room and board provided

Job summary

American Cruise Lines seeks a Cruise & Excursions Director to lead onboard entertainment, enrichment, and shore excursion programs for a guest‑focused small ship experience. You will coordinate ship‑to‑shore activities, manage vendor relations, and present regular briefings to guests with polished communication and showmanship.

The role demands long hours, energetic interaction with guests, and collaboration with the hotel management team to deliver memorable experiences on all itineraries.

Qualifications

• Bachelor’s Degree in hospitality, tourism, or event management preferred.
• Proficiency in Microsoft Office Suite applications.
• Enthusiasm, confidence, and a can-do attitude.
• Strong public speaking skills.
• Strong social skills.
• Strong critical thinking skills.
• Strong sense of production and presentation.
• Basic knowledge of audio/visual equipment required.
• Excellent time management and attention to detail.
• Strong knowledge of U.S. Geography preferred.
• Transportation Worker Identification Credential (TWIC).
• Ability to perform the essential functions of the job with or without accommodation.

Responsibilities

• Schedule and execute engaging entertainment, enrichment and activity programs that enhance and elevate the guest experience.
• Create the Ship to Shore.
• Effectively communicate to guests via the shipboard daily program, stage, public address system and one-on-one interaction and socialization.
• Be extraordinarily well-versed in the cruising region, ports of call and excursions offered.
• Confirm and adjust, as necessary, all shore excursions, explorations, adventures and transfers.
• Greet guests as they depart for and return from shore excursions.
• Accompany guests on daily excursions as a company representative and brand ambassador.
• Coordinate, communicate and confirm all logistics with vendors, coach companies, guides, ground operators and entertainers to ensure timely and smooth service.
• Accommodate guest requests, including highly personalized ones such as kayaking, golf tee times, and private transportation arrangements.
• Socialize with guests at every opportunity including, but not limited to, mealtimes and cocktail hour.
• Make daily midday announcement/update; make every effort to make all PA announcements as the “voice” of the cruise.
• Present a detailed Officer’s Introduction and Excursions Briefing to guests at the beginning of every cruise.
• Assist in the delivery of the Safety Briefing with the Captain.
• Ensure lounges are prepared for activities, events, presentations and shows (lounge configuration, stage set-up, background music, A/V requirements, etc.).
• Meet and greet step‑on entertainers when they join the ship; conduct sound check and inspect stage set‑up.
• Oversee excursion inventory and invoicing system; be fully responsible and accountable for system hardware.
• Manage launch boat operations with the Mate.
• Purchase morning newspapers in port each day.
• Oversee, manage inventory and display port information collateral for guests; coordinate with local CVBs to obtain and refresh maps, brochures and other port‑/region‑specific materials of interest to guests.
• Ensure that approved background music is playing in lounges before and after each activity, presentation and show.
• Create and update bulletin board daily.
• Coordinate weekly office inventory.
• Prepare folders and materials for turnaround day.
• Inform crew members of daily excursion offerings.
• Monitor and evaluate performance of vendors, coach companies, guides, ground operators, motor coaches, entertainers and guest speakers, providing immediate course corrections when necessary.
• Oversee company representation at pre‑cruise hotels on turnaround day (when applicable).
• Meet with Guest Speakers, Guest Instructors and Resident Entertainers at the start of every cruise to review scheduling.
• Promote on board sales and brand loyalty program.
• Communicate and report regularly to the Home Office as to the status of the cruise, excursion counts, guest issues and recovery, entertainment, enrichment and activities.
• Perform other reasonable duties as assigned by the Hotel General Manager.
• Perform bartending duties as needed with other management personnel.

Skills

Public speaking

Social skills

Critical thinking

Time management

Production & presentation

Confidence / can-do attitude

US geography knowledge

AV/basic tech know-how

Ability to work long hours

Education

Bachelor’s Degree in hospitality, tourism, or event management

TWIC credential

Tools

Microsoft Office Suite

Job description

American Cruise Lines seeks a Cruise & Excursions Director to lead onboard entertainment, enrichment, and shore excursion programs for a guest‑focused small ship experience. You will coordinate ship‑to‑shore activities, manage vendor relations, and present regular briefings to guests with polished communication and showmanship.

The role demands long hours, energetic interaction with guests, and collaboration with the hotel management team to deliver memorable experiences on all itineraries.