Job Description:
Job Summary
The Destination Experiences Manager is responsible for the development, coordination, and management of luxury shore excursion programs for Crystal guests. This role works closely with global tour operators, destination management companies (DMCs), and internal teams to design, price, and deliver exceptional shoreside experiences that meet Crystal’s standards and exceed guest expectations.
The position combines operational coordination with strategic product development, ensuring all Destination Experiences are accurately created, marketed, and executed to the highest quality standards.
The role also includes daily direct contact with guests to organize private tours and reply to any questions related to our products. The overall objective is to exceed guest expectations while maintaining Crystal’s luxury standards.
Essential Job Duties
Product Development & Planning
- Develop and curate luxury Destination Experiences and overland programs across assigned regions.
- Research destinations, build local networks, and collaborate with trusted partners to create unique and immersive itineraries.
- Select and refine tour programs in alignment with brand standards and guest expectations.
- Conduct site inspections when required to ensure product quality and feasibility.
Partner & Stakeholder Management
- Build and maintain strong, long-term relationships with tour operators, DMCs, and key partners.
- Act as the primary point of contact for assigned destinations, ensuring clear and consistent communication.
- Collaborate cross-functionally with Marketing, Sales, Reservations, Legal, and onboard teams.
Content Creation & System Management
- Develop detailed tour descriptions, titles, codes, and operational notes with strong attention to quality and accuracy.
- Proofread and edit all content to ensure consistency with brand tone and standards.
- Upload and maintain Destination Experiences content, pricing, and conditions in internal systems and on the website within strict deadlines.
- Prepare cruise-specific tour programs and electronic tour books for pre-reservations (typically one year in advance).
Pricing & Financial Oversight
- Develop and manage tour pricing in alignment with company strategy and budget guidelines.
- Support budgeting processes for shore excursions, private experiences, and related services.
- Monitor financial performance and assist in revenue optimization and cost control.
Contracts & Compliance
- Administer contracts, agreements, and supporting documentation (including insurance).
- Ensure all supplier documentation is complete, compliant, and properly filed.
- Work closely with Legal to ensure contractual and insurance requirements are met.
Operations & Execution
- Monitor tour inventory and adjust availability in the reservation system as needed.
- Support day-to-day operations and resolve issues in collaboration with onboard teams and partners.
- Assist with customized requests, private arrangements, and group bookings.
- Ensure all programs are delivered smoothly and meet operational standards.
Guest Experience & Quality Assurance
- Monitor guest satisfaction through feedback, reports, and performance metrics.
- Continuously review and enhance offerings to maintain a best-in-class experience.
- Ensure all Destination Experiences are regularly evaluated, updated, and improved.
Additional Responsibilities
- Provide support to reservations teams, travel advisors, and guests as needed.
- Contribute to the creation of marketing materials, presentations, and product training tools.
- Assist in the development of manuals and internal documentation.
- Perform other duties as assigned by management.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.
Competency
Education: Bachelor’s degree in Hospitality Management, Tourism Management, Business Administration, Communications, or related field preferred. Relevant experience within the luxury travel, hospitality, cruise, or destination management industry may be considered in lieu of a degree..
Experience:
5+ years of experience working within a luxury cruise line, specifically in the Shore Excursions department onboard, and preferably in a similar corporate role within another cruise line..
Skills/Qualifications:
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint programs.
- Experience in cruise, travel, or tour operations (shore excursions preferred).
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Excellent written and verbal communication skills, with strong attention to detail.
- Knowledge of global destinations, cultures, and geography.
- Understanding of pricing, budgeting, and basic financial principles.
- Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and reservation systems.
- Strong interpersonal skills with the ability to work across multicultural environments.
- Service-oriented mindset with a proactive and solution-driven approach.
- Must be highly detailed-oriented with strong organizational and follow-up skills.
- Team player with a positive attitude who works well cross-functionally.
- Resourceful, creative self-starter who takes initiative to learn processes and get things done with little supervision.
- Ability to multi-task and thrive in a fast-paced environment where strategic brand-building efforts are priority – start-up experience a plus.
Work Environment
Office-based role with occasional travel for site inspections and destination review.
Ability to manage a dynamic workload in a fast-paced environment.
Physical Demands
Requires sitting, standing, walking, bending, and reaching. Requires manual dexterity sufficient to operate standard office machines such as computers, printers and other office equipment.
Expected Hours of Work
Exempt: The position is full-time and frequently requires working additional time outside of normal business hours. #LI-Hybrid
EEO Statement
Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
