Onboard Shore Experience Manager
4 days ago
New Albany
Job Description OUR STORY Victory Cruise Lines, Inc. is a purpose-driven, American-owned and employee-owned, cruise line built on a deep respect for maritime tradition, exceptional service, and the belief that people make the difference. Founded by industry icon John W. Waggoner, Victory Cruise Lines was created to deliver unforgettable journeys while honoring the waterways, communities, and people who make them possible. We proudly operate on the Great Lakes, Canadian Maritimes and Eastern Seaboard offering immersive, culturally rich experiences aboard our intimate vessels. Our guests don’t just travel; they connect—to history, to place, and to one another. And our team members don’t just work here; they help shape experiences that leave a lasting impression long after the voyage ends. Victory Cruise Lines is growing, evolving, and investing in the future—while staying grounded in what has always mattered most: safety, integrity, teamwork, innovation, service excellence, and having fun along the way. OUR VALUES At Victory Cruise Lines, Safety First is non-negotiable—because nothing matters more than bringing our guests and crew home safely. We believe Teamwork is how great things happen, onboard and ashore, and we show up for one another every day. We lead with Integrity, doing the right thing even when no one is watching. We take Service Excellence personally, sweating the details because memorable experiences are built in the moments others might overlook. We embrace Innovation, always looking for smarter, better ways to elevate the guest and crew experience. And yes—we believe work should be meaningful and enjoyable, so we make space to Have Fun and celebrate the victories along the way. We are a hands-on, all-hands-on-deck organization that values humility, accountability, and pride of ownership. Titles don’t define contribution here—impact does. We believe in making an impact that lasts—on our guests, our teammates, and the communities we touch—because the legacy we leave behind matters just as much as the journeys we create. We don’t chase trends; we chart our own course, guided by experience, curiosity, and a relentless commitment to excellence. Victory Cruise Lines is more than a workplace—we are a community of professionals who care deeply about what we do, who we serve, and how we show up for one another. JOIN OUR TEAM If you are a high-performing, values-driven professional who takes pride in your work, thrives in a team environment, and wants to be part of something special—we’d love to talk. At Victory Cruise Lines, you’ll find meaningful work, strong leadership, and the opportunity to grow your career while helping create extraordinary experiences on the water. Come "Celebrate the Victory" with us. THE POSITION If you believe the best part of any journey happens when guests step off the ship and into unforgettable moments, this role was made for you. Victory Cruise Lines is seeking an energetic, polished, and people-obsessed Shore Experience Manager to lead the adventures that turn our Great Lakes voyages into lifelong memories. From charming harbor towns to iconic destinations, you’ll navigate our guests through the experiences they will talk about long after they return home. As the onboard face of Victory’s shore experiences, you’ll be part host, part leader, part problem-solver, and full-time memory-maker. You’ll ensure every excursion is seamless, safe, and spectacular — all while engaging guests daily, making announcements, answering questions, and embodying Victory’s culture of Safety, Service Excellence, Teamwork, Integrity, Service Excellence, Innovation and Have Fun. If you thrive in a fast-paced, guest-forward environment and love being where the magic happens, welcome aboard! This is a seasonal, day rate position for Victory Cruise Line's 2026 season. RESPONSIBILITIES Experience Coordination: • Serve as the main point of contact for guests regarding shore experiences, offering advice, recommendations, and resolving any issues or concerns., • Ensure that all experiences are operated in a manner that meets or exceeds guest expectations for quality, safety, and enjoyment., • Collect and analyze guest feedback on experiences to continuously improve offerings and services., • Make announcements on the Public Announcement system as required, • Act as a social ambassador for the cruise, engaging with guests daily throughout the ship whether scheduled or unscheduled, • Monitor experience logistics, including transportation, timing, and coordination with local service providers., • Ensure the timely departure and return of all experiences, managing any delays or issues that may arise., • Oversee the experience booking process, including pre-bookings, on-board sales, and ensuring accurate billing., • Ensure that all experiences comply with local regulations, safety standards, and company policies., • Conduct safety briefings for guests prior to experiences departures, ensuring all safety protocols are communicated and understood., • Work in collaboration with the Guest Experience Team, ship’s operations, and hotel management teams to ensure smooth and efficient operations., • On sea days, assist in hosting events with the entertainment team., • Work as a unified Guest Experience Team to ensure a seamless guest journey., • Maintain an organized, clean Guest Experience office to ensure smooth collaboration with other team members., • Make every effort to assist all departments as time allows. QUALIFICATIONS Experience: • Minimum of 3-5 years of experience in a management role within the travel, tourism, or hospitality industry, with specific experience in shore experiences, tour operations, or event management., • Previous experience working in the cruise industry or with excursion operations is highly desirable., • Proven ability to manage and lead a team in a fast-paced, customer-facing environment., • Excellent leadership, organizational, and interpersonal skills., • Strong guest service orientation with the ability to manage expectations effectively., • Ability to multitask, prioritize, and solve problems quickly., • Strong communication skills, both verbal and written., • Demonstrated confidence and effectiveness in public speaking, including delivering daily announcements and presentations to large groups of guests, • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with reservation systems or CRM software., • Knowledge of foreign languages is an asset, but not required., • Ability to work in a dynamic, fast-paced, and at times physically demanding environment., • Willingness to travel extensively, sometimes for extended periods, and work weekends and holidays as required., • Ability to lift up to 30 pounds and manage on-site experiences and activities., • High school diploma or equivalent required. OTHER Post Offer / Pre Employment criteria must be satisfied to complete a successful hiring process; this may include, but may not be limited to: drug and/or alcohol screening, physical or other health assessment, background screening, culture index surveys, any other assessments as deemed necessary by the Company for a position. This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department. All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.