Shorex Manager (Japanese Speaking)

princess cruise line; New York (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary package

Travel to and from the ship

Learning and development opportunities

Global, inclusive team

Exclusive onboard areas access

Job summary

Princess Cruises is seeking a Shorex Manager to lead and grow the on-board shore excursions program across voyages. You will train staff, collaborate with revenue teams, and ensure tours are promoted effectively while meeting revenue targets.

The role requires excellent presentation skills, fluent English, and Japanese language proficiency. You will travel with tour operators, maintain compliance with hotel policies, and deliver outstanding guest experiences while building a diverse, global team.

Qualifications

• Experience as Shorex Manager, preferably on ships with Japanese destinations.
• Public speaking and ability to create presentations.
• Fluent knowledge of English, both verbal and written.
• Command of the Japanese language, both verbal and written.

Responsibilities

• Meets or exceeds Shore Excursion revenue budgets each voyage.
• Promotes programs using sales collateral and brand guidelines.
• Trains Shore Excursion staff on sales techniques and policies.
• Collaborates with revenue departments to promote shore excursions.
• Maintains professional appearance and delivers high-quality guest service.
• Ensures tours are dispatched efficiently and delays are communicated to relevant teams.
• Documents passenger interactions and escalates issues per policies.
• Monitors tour status and coordinates with operators to resolve issues.

Skills

Shorex Manager experience

Public speaking

English fluency

Japanese language

Job description

Description

Set a course for adventure with Princess Cruises!

Department

Shorex

Location

GLOBAL

Description

As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.

Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.

At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.

As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.

Key Responsibilities

• Meets or exceeds the revenue budget each voyage without interfering with passengers' enjoyment of the cruise experience.
• Enthusiastically engages in regular promotional activities including port talks, presentations, and the Cruise Director Wake Show.
• Ensures onboard tour order forms, fliers, PowerPoint presentations, and any other sales collateral successfully promote all programs and adhere to all brand marketing guidelines.
• Ensures all Shore Excursion staff maintains thorough and up- to-date knowledge of all tour programs; provides training on sales techniques and all policies.
• Collaborates creatively and effectively with other revenue departments to promote shore excursions.
• Provides a positive first impression to every passenger through a warm, welcoming individual greeting; always maintains a spotless and professional appearance.
• Always delivers customer service that meets or exceeds Hotel Policies & Procedures standards for every passenger interaction.
• Ensures all passenger comments or complaints are solicited, listened to, and understood with empathy, showing genuine interest at all times.
• Ensures responses are appropriate and meets with passengers on a one-to-one basis as required.
• Ensures all passenger complaints are documented per Hotel Policies & Procedures, escalating issues to the Customer Services Director and other relevant parties as appropriate without delay.
• Calmly and respectfully communicates with tour operators to resolve all tour quality issues.
• Swiftly and satisfactorily resolves all customer relations issues resulting from passengers' tour experiences.
• Meets or exceeds customer service budgets each voyage without interfering with passengers' enjoyment of the cruise experience.
• Routinely travels with tour operators to inspect and evaluate current products and develop new product ideas.
• Schedules regular Tour Office hours and documented booking closing times per Hotel Policies & Procedures.
• Ensures tours are dispatched efficiently from meeting locations; carefully monitors status of tours returning to the ship and immediately notifies the Bridge, Customer Services Director, and Food & Beverage department of any problems or delays.
• Ensures that tour operators are timely notified of tour counts and all other pertinent information.
• Verifies that passenger rates and costs are promptly and accurately entered into onboard ticketing system and tour order form.
• Communicates clearly with Shore Operations to swiftly relays all information pertinent to the cruise, including any excursion-related incidents, accidents, or issues that may affect passenger satisfaction or revenue.
• Ensures that all voyage reports are promptly and properly completed at the end of each voyage.
• Productively participates in Departmental meetings and shipboard training programs to enhance customer service, staff management, and sales skills.
• Ensures that, whenever possible, a Shore Excursion staff member participates in a tour at each port.
• Continually evaluates the performance of Tour staff and provides immediate, appropriate feedback to reinforce effective service strategies and provide course correction, including Performance Improvement Plans as required. Identifies top performers and mentors them for career advancement or promotion.
• Ensures the department's compliance with Hotel Policies & Procedures, Fleet Regulations, and other internal, external, and governmental regulations.
• Maintains current, accurate knowledge of public health tandards. Promptly helps coordinate onboard resources and esponse in case NoV, H1N1, or other outbreak situations necessitate increased sanitation levels.
• Promptly performs General Emergency Procedures duties as directed.
• Demonstrates commitment to the Company’s values, beliefs, goals, and initiatives.
• Acts as a Company representative and always portrays a positive image of Princess Cruises to all passengers, officers, and crew.
• Always maintains professional, effective, and motivated working relationships across all functions, taking into account differences in cultures, backgrounds, and individual personalities.

Skills, Knowledge & Expertise

• Preferred experience in the cruise industry as Shorex Manager, preferably on ships with Japanese destinations.
• Preferred experience with public speaking and ability to create presentations.
• Fluent knowledge of the English Language, both verbal and written.
• Command of the Japanese language, both verbal and written.

Job Benefits

Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:

• A competitive salary package.
• Your comfortable double cabin - your space to relax and recharge.
• Company-paid travel to and from the ship, so you can focus on the journey ahead.
• Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
• A vibrant recreation and welfare program designed to support your well-being and work-life balance.
• Access to exceptional learning and development opportunities to grow your skills and advance your career.
• The chance to travel the world, exploring exciting destinations while doing what you love.
• A welcoming, inclusive, and dynamic work environment where your contributions are valued.

Join us and become part of a global team that’s passionate about delivering unforgettable experiences both for our guests and for one another.