Shore Excursion Ops Analyst - Drive Guest Experience

Royal Caribbean Group; Miami (FL); Vor Ort; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Data analysis

KPI analysis

Communication

English proficiency

Ausbildung

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

Jobbeschreibung

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