Company Description
Mystic Ocean is a new ocean cruise company based in Portugal, that offers cruises along iconic destinations such as the Mediterranean, Baltic, and North Seas. With a focus on delivering a value-for-money experience to its guests, Mystic Ocean is committed to establishing a corporate culture focused on creating enriching career paths that create new opportunities for growth for our crew members.
Job Description
General Responsibilities
- Recommend and sell tour activities to Guests and make the most of their shore-side experience, offering suggestions and recommendations regarding all our ports of call.
- Escort and participate in tours in every port, ensuring the quality of tours, tour guides, and programs are followed as described, and that guests have a good tour experience while maintaining Mystic Cruise's standards.
- Assist the Shore Excursion Manager & Assistant Shore Excursion Manager as directed in the day-to-day operation of the Shore Excursions Department.
- Answer any Guests' questions regarding tours, ports, or individual private requests in a courteous and professional manner, ensuring that they are content with the information received and have no further queries.
- Assist at lectures, greeting guests into the lounge and handing out booking forms.
- Assist during dispatch as directed, ensuring the guests are kept informed of what is needed for the day.
- Take ownership of any issues during a tour and ensure they are resolved accordingly.
- When a tour includes a meal or snack, only eat once the guests are all taken care of and ensure to walk around to ask that all is well.
- Assist in preparing materials for guests with information regarding tours (such as changes, cancellations, etc.) in the form of a letter or a flyer.
- Assist when possible in the preparation of any material sent to guests such as Tour Order Forms and turnaround materials.
- Help to double-check printed material as instructed.
- Attend functions/social events on board as instructed to increase guest interaction and help with onboard ratings.
- Assist in the preparation of the disembarkation groups as instructed.
- Other responsibilities, as assigned, but not limited to the above.
Operational Responsibilities
- Assist the Assistant Manager with escorting assignments and training as needed.
- Ensure the Shorex Excursion Desk is always manned as per schedule.
- Attend safety training as instructed.
- Report any maintenance issues in work areas.
- Adhere to all Company Policies and Procedures, Manuals, and Directives.
- Assist in MXP inputting and organization as instructed.
- Familiarize yourself with all aspects of the tours operated in each cruise.
- Assist with the daily dispatching of tours and coaches.
- Assist as required in the preparation of items such as escort packs and needed dispatch material.
- Assist when possible in the elaboration of Port Description sheets for each port of call.
Financial Responsibilities
- Be cost-conscious with the use of office supplies and other consumables in the Tour Department.
- Ensure that Company property is maintained properly and treated with respect at all times.
- Be responsible when issuing tickets and bookings for guests into MXP.
- Never cancel any tour ticket without permission from your managers.
Team Communication and Meetings
- Maintain proper communication with the Shorex Team, other department heads, and management to ensure a smooth operation.
- Always bring up any potential issues during the team meetings.
Safety Responsibilities
- Practice Safe Lifting Techniques at all times.
- Follow instructions noted on the Safety Card.
- Participate in Guest/Crew Lifeboat Drills as per instructions.
- Other safety responsibilities, as assigned, but not limited to the above.
Qualifications
Education/Position Requirements
- College Degree/Diploma beneficial.
- Hotel or Tourism School beneficial.
- Good geographical knowledge of the world and ports of call that Mystic Ocean visits.
- Minimum of one (1) year experience shore-side or on ships in a similar function.
- Must be fluent in written and spoken English and German.
- Excellent interpersonal and public communication skills.
- Very good administrative skills (proficient in Microsoft 365, Outlook, Word, Excel, and PowerPoint).
- Very good organizational skills are necessary along with the ability to multi-task.
- Must possess the ability to interact with all levels of people.
- Must be able to remain calm under pressure.
- Must be service-minded with an outgoing, charming, and friendly personality.
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