Heritage Leader-Shore Excrusions
The Heritage Leader (HL) is the primary program logistics and communications manager of the cruise. He/she manages all off-vessel tours and activities, and oversees the onboard programming, including up to four crew members or contracted presenters who deliver narration, programming, and scheduling details to our guests.
The HL provides and manages excellent formal and informal living history and current events interpretive presentations associated with the cruise geography (Southeast Alaska and Columbia/Snake Rivers). The HL coordinates daily guest activity schedules in partnership with Vessel Management Team. The HL assists with overall guest service logistics from ship to shore. The HL provides exemplary customer service to guests with an emphasis on strong planning, presentation, management, communication, coordination, and safety skills.
Manage the overall thematic programming of the cruise including identification, development and scheduling of presentation programs to be delivered in partnership with the Director of Product Development (pre-season) and Vessel Managers (in season).
Manage and coach a team of presenters that provide program elements such as on deck narration, living history presentations, and natural and cultural history narration.
Ensure that well-developed and organized narration and topical living history presentations are delivered in a professional, high quality manner.
Manage communications and provide programmatic direction to all contracted living history presenters.
Design and manage all bus tour/transfer narrations and train Legacy Guides on proper delivery, (primarily on the Columbia/ Snake River itinerary), that are included in the cruise package.
Logistical Coordination and Communication:
Oversee and ensure smooth communications with tour vendors in a timely, organized, and integrated manner.
Coordinate transportation and off-vessel activities in cooperation with the hotel and bridge staff to ensure total operational efficiency.
Work with the Captain and bridge staff to confirm specific vessel timings, communicate relevant weather, river, or lock conditions, and any special circumstances that may affect guest experience.
Oversee 1-2 staff who manage shore excursion scheduling and sales process
Work with the Vessel Management Team to coordinate daily schedules in a timely fashion.
Provide written and video daily schedules to crew and guests alike
Ensure daily and weekly reports are completed in a timely manner
Proactively manage any administrative inconsistencies or confusion between vessel and the home office.
The HL is expected to be a role model for Un-Cruise Adventures who upholds company standards, policies, and procedures including meeting and/or exceeding guest’s expectations as directed via comment cards.
The Legacy Leader manages staff to ensure that Shore Excursions meet company standards of safety and service excellence, and builds a solid working relationship with vendors. The HL ensures that responsible crew members effectively manage service or communications issues directly with vendors, and works with home office personnel to improve the overall product and guest experience.
In addition to weekly Voyage Reports, the HL provides an end-of-season report to the Director of Product Development regarding product quality and recommendations for improvements.
Candidates must be US citizens or permanent residents!
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Have two years of small ship cruising or three years of small group travel/tourism industry experience.
Have two years of experience developing, managing, and presenting living history programs and interpreting the natural and cultural history of the Pacific Northwest region
Be an experienced and proven public speaker with skills in multiple presentation styles and media
Have two years of experience leading, coaching, and developing teams of presenters, preferably living history presenters
Have three years of experience in program/logistics planning.
Have exceptional customer service and conflict resolution skills.
Demonstrate strong written and verbal communications skills.
Have experience and comfort working with people from various backgrounds, income, and education levels.
Be a proficient user of PC operating systems, primarily Microsoft Word, Excel, and Power Point, and photosharing software.
The HL must solve practical problems and deal with a variety of programmatic variables in situations where only limited standardization exists, but organization is needed. The HL must interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
This position requires high-level management and communication skills, including the ability to effectively present sensitive information in one-on-one situations and professional presentations in group situations. The HL is responsible for collaborating with the Captain and Hotel Manager on any concerns, needs, problems, and desires the guests may have.
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