Head of Destination Experience (Operations)
Job Introduction
We are seeking a Head of Destination Experience (Operations) to lead the Shore Excursions department. This role involves creating bespoke, innovative, safe, and market-leading excursions that offer value for money, including both included and optional options.
The position entails leading the team with responsibilities in financial management, contracting, itinerary planning, quality control, and execution of excursions to enhance guest experience.
Role Responsibilities
Main Responsibilities
* Develop and improve market-leading shore experiences.
* Manage an operationally focused shore team and collaborate with the onboard team to exceed guest expectations.
* Establish and maintain relationships with shore excursion agents and DMCs.
* Manage supplier relationships and address any issues affecting service quality.
* Ensure the best tour programs are available in all ports through research and strategic planning.
* Ensure Saga Included Excursions are bespoke and enhance guest experience.
* Manage product pricing, negotiate with suppliers, and ensure contracts are accurate and compliant.
* Develop and manage financial budgets, forecasts, and cost controls.
* Ensure all contracts meet legal and insurance requirements.
* Monitor guest satisfaction and analyze feedback.
* Coordinate with marketing for collateral and promotional content.
* Offer sufficient capacity for excursions to meet demand and margins.
* Represent Saga Cruises at industry events and trade shows.
* Champion product quality and innovation.
* Align products with safety and insurance guidelines.
* Analyze competitors and adjust strategies accordingly.
* Collaborate with cruise itinerary planners for optimal shore experiences.
* Ensure accurate and appealing product descriptions for marketing.
* Lead onboard briefings for the Explore Ashore team.
* Maintain cost and revenue controls and handle refunds or non-budgeted expenses.
* Optimize excursion timings to support hotel operations and guest experience.
The Ideal Candidate
* Experience managing shorex operations.
* Stakeholder management skills.
* Leadership experience.
* Strong commercial, influencing, and analytical skills.
* Knowledge of European and worldwide travel.
* Guest-focused approach.
* Willingness to travel internationally.
* Excellent time management and attention to detail.
* Ability to develop relationships and lead teams.
* Operational leadership skills.
* Mentoring and coaching abilities.
* Self-initiative and composure under pressure.
* Excellent communication and interpersonal skills.
* Strong problem-solving skills.
* Understanding of budget planning and P&L management.
* Commercial acumen.
* Alignment with Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special.
Package Description
We offer a comprehensive benefits package including holiday entitlement, pension, bonus, car allowance, private medical insurance, discounts, and more, to reward our colleagues for their exceptional work.
About the Company
Saga is the UK's leading provider of products and services for people over 50, with a reputation for high-quality offerings and outstanding service. Our portfolio includes cruises, holidays, insurance, and more. We foster an inclusive culture that values diversity and inclusion, recognized as one of the UK's Best Employers.
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