Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
The Senior Manager, Shore Excursions, is responsible for the development, execution, and commercial performance of assigned Shore Excursion programs across MSC Cruises' North America operations. This role oversees supplier relationships, product development, revenue optimization, operational execution, and guest experience standards to ensure shore excursion programs deliver exceptional guest satisfaction while meeting financial objectives.
The Senior Manager collaborates closely with Product Development, Customer Experience, Operations, shipboard teams, and external tour operators to identify new opportunities, improve existing products, optimize commercial performance, and maintain MSC Cruises' quality and service standards. The role also supports the development of team members, process improvements, and strategic initiatives that drive operational excellence and sustainable growth.
This is a hybrid position requiring employees to work from the Miami office four days per week (Monday through Thursday), with the option to work remotely on Fridays.
Your Impact
Lead the development, launch, and optimization of Shore Excursion programs, identifying new products and experiences that drive revenue and enhance the guest experience.
Source, evaluate, negotiate with, and manage tour operators, including pricing, capacity, service levels, quality standards, and performance.
Establish excursion pricing, inventory allocations, and participation targets to support annual business objectives.
Partner with Product Development and internal teams to ensure new and updated excursions are accurately set up and maintained across MSC systems and sales channels.
Monitor guest feedback, NPS results, ship reports, and tour operator performance, implementing corrective actions and improvement plans as needed.
Partner with onboard Tour Managers and tour operators to resolve operational issues and maintain MSC's quality and guest experience standards.
Manage program updates resulting from itinerary changes, ensuring systems, markets, ships, and tour operators are updated and aligned.
Ensure shore excursion programs are delivered in accordance with company standards, guest expectations, and operational requirements.
Document key processes (SOPs) and best practices to support operational consistency and business continuity.
Lead knowledge transfer and training activities to support team development and organizational effectiveness.
Support departmental projects and process improvement initiatives that enhance operational efficiency and program performance.
Your Journey so far
English - fluent, written and spoken. Ability to speak additional languages such as Spanish, Italian, French, or German is preferred.
Minimum of 7 years of experience in cruise, travel, tourism, hospitality, or product management, with experience in Shore Excursions preferred.
Demonstrated experience managing supplier relationships, contract negotiations, and product portfolios.
Strong analytical, organizational, and project management skills with the ability to manage multiple priorities in a fast-paced environment.
Proven ability to identify and develop new products and experiences that meet guest expectations and business objectives.
Strong communication, problem-solving, decision-making, and interpersonal skills.
Experience working cross-functionally with operations, product development, commercial, finance, and shipboard teams.
Effective leadership and coaching skills with the ability to develop team members and drive accountability.
Bachelor's degree in Hospitality Management, Business Administration, Tourism, Marketing, or a related field, or equivalent experience.
Advanced computer software skills required, including strong knowledge of Microsoft Office tools.
This position involves up to 35% travel time.
Your Essentials
US Passport or US Permanent Resident
MSC Cruises is an E-Verify employer
MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
