Overview
The Destination Experience Manager is fully responsible for the performance, development, and operational excellence of assigned regions. This role requires strong cruise shore excursion experience, deep knowledge of ports and destination logistics, and a solid understanding of onboard operations. The Manager oversees the full lifecycle of destination experiences — from sourcing and contracting to onboard delivery and financial performance.
Responsibilities
Destination & Product Management
* Develop and manage destination experiences across assigned regions
* Scout and contract TOs/DMCs through structured bidding and negotiation
* Ensure experiences are operationally feasible and aligned with luxury brand standards
* Manage pricing, ROI, and capacity planning
* Oversee content coordination with Marketing and system loading (Seaware, Otalio, etc.)
Onboard & Operational Support
* Ensure products reflect onboard realities (timings, guest demographics, mobility considerations)
* Train and support onboard Destination teams
* Assist with escalations, refunds, and service recovery when required
* Monitor guest feedback and implement corrective actions
Financial & Performance Management
* Own budgeting and revenue performance for assigned regions
* Monitor margins, refund trends, and voyage-level contribution
* Identify underperforming ports and optimize offerings accordingly
* Partner with Finance and Analytics on reporting and dashboards
Qualifications
* 7–10+ years in cruise shore excursions, destination management, or luxury travel
* Bachelor’s degree in Hospitality, Tourism, Business, or equivalent experience preferred
* Strong onboard cruise experience and operational understanding
* Deep knowledge of ports and destination infrastructure
* Knowledge of Alaska, Caribbean, South America, or Asia regions is a strong advantage
* Proven negotiation and financial management skills
* Strong analytical and communication abilities
* Fluent in English; additional languages are an asset
* Valid Swiss work permit or eligibility to work in Switzerland / US permit for Miami position
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