Onboard Shore Experience Manager at Victory Cruise Lines

If you believe the best part of any journey happens when guests step off the ship and into unforgettable moments, this role was made for you. Victory Cruise Lines is seeking an energetic, polished, and people-obsessed Shore Experience Manager to lead the adventures that turn our Great Lakes voyages into lifelong memories. From charming harbor towns to iconic destinations, you'll navigate our guests through the experiences they will talk about long after they return home. As the onboard face of Victory's shore experiences, you'll be part host, part leader, part problem-solver, and full-time memory-maker. You'll ensure every excursion is seamless, safe, and spectacular - all while engaging guests daily, making announcements, answering questions, and embodying Victory's culture of Safety, Service Excellence, Teamwork, Integrity, Service Excellence, Innovation and Have Fun. If you thrive in a fast-paced, guest-forward environment and love being where the magic happens, welcome aboard!

This is a seasonal, day rate position for Victory Cruise Line's 2026 season.

Experience Coordination:

• Ensure all experiences are planned, scheduled, and operated according to company guidelines, safety protocols, and guest satisfaction standards.

Guest Experience Management:

• Serve as the main point of contact for guests regarding shore experiences, offering advice, recommendations, and resolving any issues or concerns.
• Ensure that all experiences are operated in a manner that meets or exceeds guest expectations for quality, safety, and enjoyment.
• Collect and analyze guest feedback on experiences to continuously improve offerings and services.
• Make announcements on the Public Announcement system as required
• Act as a social ambassador for the cruise, engaging with guests daily throughout the ship whether scheduled or unscheduled
• Act as ambassador of Victory Cruise Lines, ensuring you provide accurate and up to date information about the cruise and the company

Operational Management:

• Monitor experience logistics, including transportation, timing, and coordination with local service providers.
• Ensure the timely departure and return of all experiences, managing any delays or issues that may arise.
• Oversee the experience booking process, including pre-bookings, on-board sales, and ensuring accurate billing.
• Any other tasks or duties assigned.

Safety and Compliance:

• Ensure that all experiences comply with local regulations, safety standards, and company policies.
• Conduct safety briefings for guests prior to experiences departures, ensuring all safety protocols are communicated and understood.
• Conduct regular risk assessments of experience activities and locations to minimize safety hazards and provide recommendations for improvements.

Guest Experience Team Cross-Department Collaboration:

• Work in collaboration with the Guest Experience Team, ship's operations, and hotel management teams to ensure smooth and efficient operations.
• On sea days, assist in hosting events with the entertainment team.
• Work as a unified Guest Experience Team to ensure a seamless guest journey.
• Maintain an organized, clean Guest Experience office to ensure smooth collaboration with other team members.
• Make every effort to assist all departments as time allows.

REQUIREMENTS & QUALIFICATIONS

Experience:

• Minimum of 3-5 years of experience in a management role within the travel, tourism, or hospitality industry, with specific experience in shore experiences, tour operations, or event management.
• Previous experience working in the cruise industry or with excursion operations is highly desirable.
• Proven ability to manage and lead a team in a fast-paced, customer-facing environment.
• Previous experience on the Great Lakes and Seaway is preferred, but not required.

Skills & Abilities:

• Excellent leadership, organizational, and interpersonal skills.
• Strong guest service orientation with the ability to manage expectations effectively.
• Ability to multitask, prioritize, and solve problems quickly.
• Strong communication skills, both verbal and written.
• Demonstrated confidence and effectiveness in public speaking, including delivering daily announcements and presentations to large groups of guests
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with reservation systems or CRM software.
• Knowledge of foreign languages is an asset, but not required.
• Ability to work in a dynamic, fast-paced, and at times physically demanding environment.
• Willingness to travel extensively, sometimes for extended periods, and work weekends and holidays as required.
• Ability to lift up to 30 pounds and manage on-site experiences and activities.
• Strong attention to detail and ability to work independently with minimal supervision.

Education:

• High school diploma or equivalent required.
• Additional certifications or training in tourism, hospitality, or customer service management is a plus.

Additional requirements may be required depending on the physical needs of the role.

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