Job Description

Job Summary

The Assistant Guest Services and Shorex Manager is a dual-function leadership role responsible for supporting the Guest Services & Shorex Manager in delivering outstanding guest service operations, while also overseeing all aspects of shore excursion planning, coordination, and execution at one or more Carnival Corporation owned and operated global destination. This role manages teams across both functions, ensures seamless guest experiences, manages vendor relationships, maintains compliance with safety and quality standards, and drives operational efficiency. 

Key Accountabilities / Job Functions

1. Guest Services Management

Manage daily guest services operations to ensure efficient, courteous, and timely service delivery.

Supervise, train, and mentor staff; oversee schedules and performance management.

Handle guest inquiries, complaints, special requests, and escalations with professionalism and empathy.

Collaborate with other departments to fulfill guest needs and ensure smooth operations.

Uphold service standards and foster a guest-centric culture.

Document and report guest feedback, complaints, and resolutions.

Contribute to developing and implementing guest service training programs.
2. Shore Excursion Management

Lead planning, coordination, and execution of shore excursions in line with guest expectations, safety, and company standards.

Manage vendor relationships, including contract negotiation, service quality monitoring, and issue resolution.

Supervise Shorex team members with scheduling, training, and performance evaluations.

Oversee logistics: transportation, guides, dispatch, guest check-in, and contingency plans.

Maintain systems for excursion bookings, dispatch, and complaint handling.

Conduct regular audits for compliance with safety, environmental, and quality regulations.

Use guest feedback to enhance excursion offerings and service quality.

3. Compliance & Safety 

Enforce adherence to health, safety, environmental, and sanitation policies.

Ensure compliance with company HESS (Health, Environment, Safety, Security) protocols and uniform standards.

Maintain confidentiality of sensitive operational and commercial information.

Promote and model safe workplace practices at all times.

4. Reporting & Administration 

Prepare operational reports, logs, attendance records, and incident documentation.

Support budget oversight, expense tracking, and cost-saving initiatives.

Report and follow up on maintenance or repair needs.

Assist senior management with operational projects, special assignments, and continuous improvement efforts.

Perform other duties as assigned.

Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control (list not exhaustive).

Ongoing Obligation