Job Description

Anchorage, AK

Service Excellence. Performance. Integrity. Teamwork. Consistency. Innovation.

Holland America Line and Princess Cruises united as HAP-Alaska/Yukon Land Operations.We’re innovators in Alaska and Yukon tourism and advocates for the environment. Our team supports a combined fleet of ships sailing to Alaska each summer, operating lodges and hotels, luxury motor coaches and the largest domed rail cars in the world. Our guests experience both luxury and adventure that is truly unmatched. 

We’re looking for an amazing Assistant Manager, Escorted Tour Operations professional to fill this role, which is based in our Anchorage, AK office. You’ll be responsible for co-managing the Tour Director Program for HAP Alaska-Yukon. The ETO team supports multiple brands including Princess Cruises, Holland America Line and Seabourn. This role manages the field operations of the escorted tour product. Daily functions will be overseeing each tour definition’s itinerary, their changes, and tour director and supervisor performance. They will also be involved with developing multiple training curriculums, organizing guest satisfaction components for multiple brands, and hiring during the off-season. Must have familiarization with multiple IT Applications and is responsible for the strategic review of the operations to ensure all daily tasks are completed on schedule.

Here’s a summary of what Holland America Line and Princess is looking for in its Assistant Manager, Escorted Tour Operations. Is this you?

Responsibilities

• Provides supervision, training, mentoring, and coaching throughout the year for seasonal team members, providing Manager on Duty functions and responsibilities.

• Organizes schedules, operational itineraries, reports, and variety of IT applications which are imperative for the success of the overall operation. 

• Executes annual recruiting efforts, interviewing and hiring of the large seasonal staff according to divisional need and company policy.                                                                                   

• Provide operational feedback and work with other teams to make improvements.

• Prepares annual training curriculum for seasonal team.         

Requirements

• Bachelor’s degree in Transportation, Logistics, Business Administration, or a related field.

• Valid driver’s license and clean driving record.

• Be able to travel between the US and Canada multiple times.                                           

• Minimum of 3-5 years of experience of tourism experience.

• Proven experience in staff supervision and team management.

• Excellent organizational and problem-solving skills.

• Proficiency in computer skills, especially Microsoft suite.

• Must be legally authorized to work in the United States.  Holland America Line/Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Knowledge, Skills, and Abilities: 

• The Operational Asst. Manager, Escorted Tour Operations will have the ability to independently make decisions daily. This position requires the ability to prioritize, execute and multitask, while keeping company goals top of mind. Typical challenges, peak season, revolve around tour director scheduling, coaching and mentoring employees, and problem solving with staff, both operational challenges and employee relations challenges. A major portion of this role is to manage the seasonal hiring process and create detailed operational itineraries for all appropriate tours. The expectation is that individual with work with management to ensure company culture, financial performance, and operational tasks are met.

• The Operational Asst. Manager, Escorted Tour Operations is expected to handle problem-solving with a strategic and analytical approach. Here are the key aspects of problem-solving in this role: Complex scheduling issues, performance management challenges, compliance and safety regulations, operational challenges as they arise, including itinerary and guest challenges. Must be adept at handling a variety of complex problems, using a combination of analytical skills, industry knowledge, and effective communication to ensure smooth and efficient operations.

• The Operational Asst. Manager, Escorted Tour Operations has a significant impact on various aspects of Escorted Tour Operations' overall success. Here are the key areas of impact: operational efficiency, customer satisfaction, safety and compliance, team performance and morale, strategic contributions.  They play a vital role in ensuring the smooth and efficient operation of escorted land tours, directly impacting the company's operational success, customer satisfaction, safety standards, team performance, and strategic objectives.

• The Operational Asst. Manager, Escorted Tour Operations is responsible for overseeing the daily operations of escorted land tours. This role involves managing staff, coordinating schedules, ensuring compliance with safety regulations, and resolving challenges by partnering with other divisions.  The ideal candidate will have strong leadership skills, excellent organizational abilities, and a thorough understanding of itinerary logistics.                                                                                     
  
  

Note: skills that are preferred are noted under requirements with the language “preferred”, travel and physical requirements, if needed, are also listed under the requirements.

What You Can Expect

• Cruise and Travel Privileges for You and Your family​

• Health Benefits

• 401(k) Plan

• Employee Stock Purchase Plan 

• Training & Professional Development

• Tuition & Professional Certification Reimbursement

• Rewards & Incentives 

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.princess.com/aboutus/culture-framework/. 

Holland America Line and Princess are equal opportunity employers. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America Line and Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact: haphr@hagroup.com

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