Job Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey. 

We are looking for a Product Manager, Shore Excursion Product Development & Operations. The Product Manager, Shore Excursion Product Development & Operations has responsibility for overseeing product demand, viability, utilization, and profitability of tours. The position will develop, implement, and evolve a diverse shore excursion program guided by our brand framework across a broad spectrum of ports with a primary focus on value, delivery, and guest satisfaction.

This role will typically be challenged with ensuring the best-in-class tour programs, meeting the needs of our demographic, ensuring sufficient capacity to accommodate demand and to secure optimal program spread. This role is also challenged to maintain competitive product costs and stay abreast of new trends to optimize sales.

Here’s a summary of what Holland America Line is looking for.  Is this you? 

Responsibilities:

Product Management & Development

• Use online bidding database to proof content of and direct marketing in messaging of tour descriptions to ensure online content is accurately marketed to guests. Adhere to a series of non-financial deadlines and year-round product openings. In addition to managing tour product, this role will determine overland products offered based on corporate deployment plans.

• Some of the specific tasks applicable to this function are:

• Sourcing of tour operators and new programs and keeping informed of competition initiatives and advantages

• Research, creation, and development

• Cost negotiations, comparisons, and bidding

• Content management, updates, accuracy

• Analyze historical tour data, booking trends/product performance across brands and individual ships

• Recommend and review retail pricing for all tour products to ensure profitability and demand.

Operations

• Maintain and actively monitor lines of communication with the On-Board Revenue department, Tour Operators, and seagoing Shore Excursion teams in order to troubleshoot and problem-solve operational issues, including but not limited to guest incidents, guest service issues, program revision (political issues, strikes), guests visa issues, port changes or cancelations. Serve as the escalation point for product and service issues - delegate and follow through to resolution.

• Some of the specific tasks applicable to this function are:

• Monitoring waitlists (find creative solutions to accommodate demand)

• Tour adaption driven by port limitations 

• Last minute port changes, cancelations

• Operational challenges

• Guest issues

• Incidents on tour and reporting

• Keeping informed of any major events that may impact delivery of the published program

Sourcing and Cost Management

• Select, evaluate, and manage vendor partnerships. Use these relationships, along with data analytics, to solve problems and achieve business goals. Negotiate competitive rates with vendors and adhere to company developed procurement standards. 

• Some of the specific tasks applicable to this function are:

• Reviews vendor selection based on costing and service delivery

• Participate in bidding

Leadership

• Communicate business requirements and expectations to develop strategic direction for both the shoreside and onboard teams. Guide and delegate responsibilities to Specialists in overall process of product development and provide mentoring.

• Some of the specific tasks applicable to this function are:

• Coach onboard teams with (product/issues/incidents/reporting)

• Mentor Tour Operators on framework requirements, brand initiatives, new set up.

Knowledge & Skills:

• Scope:  This role will typically be challenged with ensuring the best-in-class tour programs, meeting the needs of our demographic, ensuring sufficient capacity to accommodate demand and to secure optimal program spread. This role is also challenged to maintain competitive product costs and stay abreast of new trends to optimize sales.

• Problem Solving:  Assist with Itinerary Planning by providing information on desirable ports, dates, timings, or clashes.  Focus on the financial and commercial aspects of the shore excursion product development.  Maintain focus on nominated ‘high volume ports’ for each trade and prioritize development time accordingly.  Monitoring waitlists (find creative solutions to accommodate demand).  Tour adaption driven by port limitations.  Keeping informed of any major events that may impact delivery of the published program

• Impact:  Able to collaborate with wider functions effectively.  Support colleagues with projects and initiatives in a dynamic environment.  Able to manage priorities, adhere to timelines and output standards.

• Leadership:  Coach onboard teams with (product/issues/incidents/reporting). Mentor Tour Operators on framework requirements, brand initiatives, new set up.  Represent the department in a variety of cross functional meetings and conferences.    Provide support to the Director/Senior Manager as needed. 

Requirements

• Minimum Qualifications (if preferred but not required, list as such):

• Worldwide destination and port knowledge required.

• Shipboard/Hospitability Industry experience preferred. 

• Experience with forecasting, analyzing data, and financial information preferred. 

• Proficiency in Microsoft Word, Excel, and PowerPoint. MXP/database experience preferred. 

• Ability to multi-task, prioritize and problem solve in a deadline-oriented atmosphere. 

• Flexibility in terms of dealing with changing priorities and dealing with multiple projects simultaneously. 

• Analytical and results oriented. 

• Proven negotiating skills. 

• Adept at developing vendor relationships and able to interact effectively with people of different culture and backgrounds.

• Minimum 3 years’ experience in product development with an emphasis on tourism preferred and/or cruise line experience

Travel:  Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

This position is classified as “Hybrid.”  As a Hybrid role, it requires employees to work from a designated Holland office Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays. 

Holland provides comprehensive and innovative benefits to meet your needs, including:

What You Can Expect

• Cruise and Travel Privileges for You and Your Family 
• Health Benefits 
• 401(k)  
• Employee Stock Purchase Plan  
• Training & Professional Development 
• Tuition & Professional Certification Reimbursement 
• Base Salary Range: $69,300 to $93,600. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely. 

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.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. 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 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 recruiting@hollandamericagroup.com

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