Guest Experience Director – Ship & Shore Excursions

American Cruise Lines; Arlington (VA); On-site; USD 65,000 - 111,000; Full time

Benefits offered by this job

Health, dental, vision

401(k) match

Job summary

American Cruise Lines, the largest USA flagged cruise line, seeks a Cruise & Excursions Director for the 2026 season to lead guest programs on board and manage shore excursions ashore. This full‑time role requires long hours, high energy, and polished presentation skills in a small‑ship, guest‑centric environment.

The position reports to the Hotel General Manager and involves travel, vendor coordination, and active guest interaction across multiple ports and activities.

Qualifications

• Bachelor’s Degree in hospitality, tourism, or event management is 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).

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

Hospitality industry

Event management

Creativity

Communication

Time management

Presentation skills

Social skills

Critical thinking

A/V knowledge

Education

Bachelor's degree in hospitality or events

TWIC credential

Tools

Microsoft Office Suite

Job description

American Cruise Lines, the largest USA flagged cruise line, seeks a Cruise & Excursions Director for the 2026 season to lead guest programs on board and manage shore excursions ashore. This full‑time role requires long hours, high energy, and polished presentation skills in a small‑ship, guest‑centric environment.

The position reports to the Hotel General Manager and involves travel, vendor coordination, and active guest interaction across multiple ports and activities.