The posting
Set a course for adventure with Princess Cruises!
As one of the world's leading cruise brands and an employer of choice in the industry, Princess Cruises offers exciting career opportunities aboard a fleet recognized for exceptional guest experiences and innovation at sea.
Our teammates represent more than 60 nationalities and bring diverse talents, perspectives, and experiences to life every day. Together, we create memorable moments for guests while building rewarding careers in a supportive, inclusive, and globally connected environment.
At Princess Cruises, we are passionate about delivering exceptional service and creating unforgettable experiences. We are looking for individuals who share our commitment to excellence, thrive in a team environment, and take pride in making a positive impact on our guests and fellow teammates.
As part of the Princess family, you'll enjoy competitive benefits, professional development opportunities, international career pathways, and the unique opportunity to explore some of the world's most breathtaking destinations.
Key Responsibilities
- Provide a warm, professional first impression to every guest through individual greetings and consistently maintain a polished appearance.
- Deliver service that meets or exceeds Hotel Policies & Procedures in every guest interaction, with a strong focus on Japanese-speaking guests.
- At the start of each shift, review all open guest service and tour operation issues, follow up promptly, and hand over any outstanding matters clearly to the next shift.
- Quickly acquire and maintain thorough knowledge of the ship, itinerary, ports of call, shore excursion products, daily activities, and onboard services to answer guest questions accurately.
- Assist guests with independent inquiries not directly related to the shore excursion program, providing helpful, accurate information.
- Actively solicit, listen to, and record guest feedback and complaints with empathy; respond appropriately and meet with guests one-to-one when the Shore Excursion Manager is unavailable.
- Compile and share timely feedback with tour operators, including guest comments and tour escort reports, to support continuous tour quality improvement.
- Communicate calmly, respectfully, and professionally with tour operators to resolve tour quality concerns and operational issues.
- Resolve guest relations issues arising from shore excursions or Shorex interactions swiftly and satisfactorily, escalating where appropriate.
- Monitor Tour Staff interactions with guests to ensure all complaints are documented, understood with empathy, and handled in line with company policies and procedures.
- Support the Shore Excursion Manager in developing routines and rotations that give Tour Staff exposure to all tour office operations and systems.
- Ensure guest rates and costs are entered promptly and accurately into the onboard ticketing system and tour order forms.
- Maintain clear, timely communication with Shore Operations regarding all excursion-related incidents, accidents, and issues that may impact guest satisfaction or revenue.
- Within budget and operational limits, schedule and coordinate familiarization trips so Tour Staff can build venue, port, and product knowledge.
- Organize and deliver training for Tour Staff to maintain up-to-date knowledge of all tour programs, sales techniques, customer service standards, and relevant policies.
- Continuously evaluate Tour Staff performance, providing immediate feedback, coaching, and recognition to reinforce effective service and correct issues.
- Promote available tour products, matching recommendations to guests’ interests and preferences, with a particular focus on Japanese-speaking guests where applicable.
- Apply established sales techniques and recognize appropriate opportunities to upsell or cross-sell additional tour products without impacting the guest experience.
- Partner with the Shore Excursion Manager to meet or exceed voyage sales targets while preserving a relaxed, enjoyable cruise experience for guests.
- Regularly participate in tours to deepen knowledge of existing programs and support the evaluation of potential new tour products.
- Assist the Shore Excursion Manager in building and maintaining accurate tour files, including tickets, extra departures, guest rates, and cost details.
- Create and update tour dispatch sheets, booking forms, and bus sheets promptly and accurately for review by the Shore Excursion Manager.
- Verify final tour participation counts with vendors in a timely manner for self‑invoicing and accurate entry into the shipboard ticketing system.
- Support the Shore Excursion Manager in scheduling and supervising Tour Staff to ensure appropriate coverage during tour dispatch and Tour Office hours.
- Oversee efficient dispatch of tours from meeting locations and closely monitor returning tours, immediately notifying the Shore Excursion Manager, Bridge, Customer Services Director, and Food & Beverage of any issues or delays.
- Ensure accuracy of all ticket transactions, including sales, exchanges, and refunds for tours, shuttles, and transfers.
- Organize and manage special requests from guests and groups promptly and professionally.
- Coordinate staff participation in Risk Inspections to ensure standards and agreed content are consistently maintained.
- Comply at all times with Hotel Policies & Procedures, Fleet Regulations, and all internal, external, and governmental regulations.
- Maintain up-to-date knowledge of public health standards and help coordinate onboard resources and responses when outbreaks (e.g., NoV, H1N1) require increased sanitation measures.
- Fulfil all duties outlined in Hotel Policies & Procedures, particularly Sections P Shore Excursions and C Administration.
- Perform assigned General Emergency Organization duties promptly and confidently.
- Actively participate in shipboard training programs to strengthen product knowledge, customer service, staff management, and sales skills.
- Demonstrate commitment to the Company’s values, goals, and initiatives in all aspects of work.
- Contribute enthusiastically to monthly breakout meetings, sharing ideas to improve onboard products and services.
- Act as an ambassador for Princess Cruises, consistently portraying a positive image to guests, officers, and crew.
- Foster professional, respectful, and motivated working relationships across all functions, embracing diversity of cultures, backgrounds, and personalities.
Skills, Knowledge & Expertise
- Shore Excursions / Tours Experience: Previous experience in shore excursions, destination services, guest services, or a similar hospitality/travel role, ideally within the cruise industry.
- Guest Service Excellence: Proven ability to deliver exceptional, personalized service, handle complaints with empathy, and build strong relationships with guests from diverse cultural backgrounds.
- Japanese Market Understanding: Cultural awareness and sensitivity when interacting with Japanese guests, with the ability to anticipate expectations and tailor communication and service style accordingly.
- Language Skills: Fluent verbal and written English, plus strong command of Japanese (verbal and written) sufficient to explain tour products, safety information, and resolve guest issues confidently.
- Communication & Presentation: Confident public speaking skills for delivering tour presentations, announcements, and briefings to large and small groups.
- Sales & Upselling Skills: Experience with consultative selling, recommending products based on guest needs, and identifying opportunities to upsell or cross-sell without compromising the guest experience.
- Operational & Administrative Skills: Strong attention to detail and accuracy when working with ticketing systems, tour files, manifests, reports, and financial transactions.
- Organizational Skills: Ability to prioritize, multitask, and remain calm and effective in a fast-paced, high-volume environment with changing schedules and operational demands.
- Leadership & Coaching: Experience guiding, coaching, or supervising team members, providing feedback, and supporting their development and performance.
- Problem-Solving & Decision-Making: Sound judgment and the ability to make timely decisions in dynamic situations, including tour disruptions, delays, or guest issues.
- Health, Safety & Compliance Awareness: Understanding of public health, safety, and regulatory standards, with a commitment to following company policies, procedures, and emergency protocols.
- Resilience & Flexibility: Comfortable living and working at sea for extended periods, with the flexibility to work varied hours, including evenings, weekends, and holidays.
- Teamwork & Professionalism: Demonstrated ability to work collaboratively within a multicultural team, maintaining a positive, professional attitude at all times.
Job Benefits
Embark on a career adventure like no other! As part of the Princess Cruises team, you’ll enjoy:
- A competitive salary package.
- Your comfortable double cabin - your space to relax and recharge.
- Company-paid travel to and from the ship, so you can focus on the journey ahead.
- Access to exclusive areas and benefits onboard (depending on the rank and occupational group).
- A vibrant recreation and welfare program designed to support your well-being and work-life balance.
- Access to exceptional learning and development opportunities to grow your skills and advance your career.
- The chance to travel the world, exploring exciting destinations while doing what you love.
- A welcoming, inclusive, and dynamic work environment where your contributions are valued.
Join us and become part of a global team that’s passionate about delivering unforgettable experiences—both for our guests and for one another.
