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
About Us
Carnival Corporation & plc is the largest global cruise company and among the largest leisure travel companies in the world. Our eight leading cruise brands are Carnival Cruise Line, Holland America Line, Princess Cruises, and Seabourn in North America; P&O Cruises and Cunard in the United Kingdom; AIDA Cruises in Germany; and Costa Cruises in Southern Europe.
Our portfolio of exclusive Caribbean destinations includes:
• Celebration Key – The Bahamas
• RelaxAway, Half Moon Cay – The Bahamas
• Princess Cays – The Bahamas
• Isla Tropical – Honduras
• Amber Cove – Dominican Republic
• Grand Turk – Turks & Caicos
• Puerta Maya - Mexico
Carnival Corporation & plc (NYSE: CCL; NYSE: CUK) is the largest global cruise company, and among the largest leisure travel companies, with a portfolio of world-class cruise lines and a fleet of over 90 ships. Together its cruise lines – including AIDA Cruises, Carnival Cruise Line, Costa Cruises, Cunard, Holland America Line, P&O Cruises, Princess Cruises, and Seabourn – visit more than 800 ports around the world and account for nearly 40% of the overall cruise market globally.
In 2024, the company’s talented workforce of over 160,000 team members from 150 countries delivered unforgettable happiness to approximately 13.5 million guests by providing extraordinary cruise vacations, while honoring the integrity of every ocean sailed, place visited, and life touched.
Carnival Corporation owns and operates eight destinations globally, designed exclusively for guests of the company’s cruise lines, as well as Holland America Princess Alaska Tours, the leading tour company in Alaska and the Canadian Yukon. The company is dual-listed and traded on the London and New York stock exchanges and is included in both the S&P 500 index in the US and the FTSE 250 index in the UK.
