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RESPONSIBILITIES:

• Provide direct support to shipboard Shore Excursions Managers to optimize revenue performance and guest satisfaction scores.
• Coach and mentor onboard teams in sales technique, product knowledge, service delivery, and leadership development.
• Conduct onboard visits to deliver targeted training, team workshops, and one-on-one performance coaching.
• Partner with the Manager, NCL Shore Excursions Sales & Operations to evaluate talent, build staffing plans, and identify high-potential team members.
• Foster a positive, goal-oriented culture that emphasizes creativity, sales ownership, and guest connection.
• Support the rollout of sales campaigns, contests, and initiatives across the fleet to boost participation and team engagement.
• Monitor performance metrics and recommend targeted actions to improve individual or ship-level results.
• Lead onboarding, shadowing, and refresher training for new or transitioning Shore Excursion staff.
• Collaborate with Operations and Training teams to standardize tools, training materials, and SOPs fleetwide.
• Track and escalate operational or guest experience issues identified during ship visits and follow through to resolution.
• Champion team morale and recognition by celebrating success stories and acknowledging top performers.
• Assist with succession planning and crew development by creating individualized growth plans for team members.
• Stay updated on destination trends, tour feedback, and brand objectives to align shipboard strategies accordingly.
• Represent the sales voice of the fleet in internal planning discussions and cross-departmental meetings.
• Manages a sub-section of ships (4+) defined by region / season.
• Responsible for setting standards, policies, and performance goals for the shipboard Shore Excursion Sales teams.
• Collaborates cross-functionally to implement programs, resolve issues, and support continuous improvement based on guest and team feedback.
• Perform other job-related duties as assigned.