Excursions

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ONBOARD DEPARTMENTS

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Responsible:

Onboard Revenue

Shore Excursions Manager

Introduction

The Shore Excursions Department (often referred to as "Shorex") is the ship’s primary gateway to the world, acting as a high-volume travel agency and logistics powerhouse. This department is responsible for the "out-of-cabin" experience, curated for guests who want to explore the history, culture, and adventure of each port of call. Operating at the intersection of hospitality, sales, and complex logistics, the Shorex team manages thousands of guests daily, coordinating with local tour operators, transport providers, and port authorities. It is a world of rapid-fire problem-solving where the ability to sell a "dream experience" is just as important as the technical precision required to ensure 50 buses depart on time.

Career Progression

Career Progression: From Pier to Program Management

The career ladder in Shore Excursions is highly visible and rewards those who can handle high-pressure environments with a calm, professional demeanor.

Shore Excursions Associate: The entry-level "ground" role. Your days are split between the onboard tour desk (selling and advising) and the pier (dispatching tours). You learn the logistics of guest flow, the details of every tour "product," and how to manage guest expectations.
Shore Excursions Specialist: A role for experienced staff who take on more administrative weight. You assist with "back-of-house" duties like coordinating with tour operators, managing tour "inventory" (spots available), and handling complex guest feedback or cancellations.
Assistant Shore Excursions Manager: You begin to lead the "dispatch" operations on the pier and manage the daily performance of the desk team. You are responsible for ensuring all health and safety audits for tour operators are up to date.
Shore Excursions Manager: The department head. You oversee the entire revenue stream for the department, manage the local operator relationships in every port, and report directly to the Hotel Director on guest satisfaction and P&L.
Destination Manager / Fleet Operations: A corporate or senior roving role where you design new tour products, negotiate contracts with global operators, and ensure brand consistency across a fleet.

Success Measures

Success Measures: The KPIs of Adventure and Logistics

In Shore Excursions, success is measured by Revenue, Efficiency, and Safety.

Penetration Rate: The percentage of guests on the ship who book a tour through the department rather than exploring independently. This measures the team's ability to demonstrate "value and security."
Tour Profitability: Success is defined by maximizing the margin on each tour while ensuring the "Minimum Participant" counts are met so tours are not cancelled.
Dispatch Efficiency: A critical "hard" metric. How quickly and safely can the team move 2,000 guests from the ship into their respective transport? Zero "Left Behind" guests and "On-Time Departures" are the ultimate goals.
Net Promoter Score (NPS): Guest feedback on the quality of the local guides and the "content" of the tour. Success is achieved when the guest feels the experience exceeded the ticket price.

Required Skills

Key Hard Skills: The Logistics Toolkit

Working in Shorex requires a technical mind capable of managing "moving parts" in real-time:

Reservation System Mastery: Proficiency in shipboard booking software (such as Silverware or Resco). You must be able to manage "Allotments," process waitlists, and issue thousands of tickets with 100% accuracy.
Logistic Orchestration & Dispatch: The technical skill of "Pier Management." This involves using radio communications to coordinate with bus drivers, local guides, and ship security to maintain a steady flow of guest movement.
Product Knowledge & Geography: You must have an encyclopedic knowledge of every port. This includes "hard" facts like walking distances, accessibility restrictions (ADA compliance), and local customs/dress codes.
Crisis Management & First Aid: Shorex is the "front line" for guest incidents off the ship. You must be trained in emergency protocols, including how to handle tour delays, medical emergencies in port, and "independent" guests who miss the ship's departure.

How to Get Ready

Getting Ready: How to Prepare for the Shorex Life

Preparing for a Shorex contract requires a blend of administrative discipline and physical endurance:

The "Port Bible" Deep Dive: Before you board, study the "Tour Descriptions" for the entire itinerary. You need to know which tours are "high activity" and which are "leisurely." Your credibility depends on being able to give expert advice on day one.
Physical Stamina for the Pier: Dispatching happens in all weather—sun, rain, or wind. Prepare for long hours standing on concrete piers. High-quality, comfortable, and professional footwear (usually black, polished shoes) is your most vital equipment.
Master the "Sales of Safety": Practice your "Close." Guests often hesitate to book due to price; prepare by learning how to sell the security of a ship-sponsored tour (e.g., "The ship will wait for you if the tour is late").
Logistical "War Gaming": Practice thinking three steps ahead. What happens if a bus breaks down? What if it rains? Successful Shorex staff are always "planning for the pivot," ensuring that the guest experience remains seamless even when things go wrong.

Operational Readiness & Training

The transition is smoother when you leverage digital tools. Our Cruise Retail Academy can provide you with easy to follow mobile device training. Simply visit our sister website www.cruiseretailacademy.com to lean more:

E-Academy: Utilize bite-sized, "TikTok-style" learning platforms to master POS systems and inventory principles before you even step on the gangway.
Knowledge is Confidence: The more you know about the ship's layout and the "wider business" (like shore excursions or the spa), the more confident you will feel when interacting with guests on day one.

Practical Packing for Small Spaces

Living in a shared crew cabin means efficiency is key. While the Academy focuses on professional growth, our experience can help you to prepare the essentials. Visit our Top 10 courses in the E-Academy to learn more!