Specialist, Shorex Inventory and Operations

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.

The Shorex Inventory and Operations Specialist is responsible for assisting in the development of destination-based guest programs for the Holland America Line and Seabourn brands, including - shore excursions and overland tours while building and managing the inventory. This role will participate in shore excursion product development, quality control, compliance, database maintenance, activity planning, cost audit, and shipboard support.

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

Responsibilities:

Inventory Management and Optimization

• Build, manage, audit and negotiate tour inventory of up to 150,000 individual tour departures, including initial allotment build and waitlist management. Identify distressed inventory whether due to waitlist or underperformance and suggest content adjustments/cancellations as well as tour retail adjustments to drive volume. Produce reports and monitor inventory sales against plan for their region and actively seek opportunities for growth to ensure revenue targets are met or exceeded. This encompasses support for our Groups team.

Database Management, Planning & Operational Administration

• Manage Shorex Repository, MXP, pre/post database, tour and operator information, and compliance requirement items. Interface tour details and costs from bidding tool into database (MXP and the Shorex Repository) this includes shore excursions images processing based on guidance from Content Manager and Marketing. Provide product development department with necessary tools for analysis, forecasting and development.

Manage itinerary changes and adjustments/cancellations for region of responsibility

• Promptly action itinerary changes by negotiating with vendors and adjusting inventory for new, changed, and/or cancelled calls. Work closely with Shore Excursion call center and shipboard teams to amend bookings and communicate updates to the guests and travel agents on changes and product-related information. Ensure communication to guests, travel agents and internal departments is accurate and timely.

Customer service

• Bring critical information and issues to Management before they affect operations and productivity. Act as Call Center point of contact for tour, pre/post, and port information requirements. Handle inbound calls from Customer Service & Res Help, as well as Shore Excursion call center. Act as point of contact for ship staff onboard to assist with inquiries.

Compliance & Quality Assurance

• Audit to ensure data integrity between bidding tool and database. Prepare and manage reconciliation process for omitted tour operator appointments.

• Review, update and create manuals and other reference materials including new procedures and job aids as required by system enhancements and/or process changes.

Knowledge & Skills:

• Scope: This role will typically be challenged with ensuring we have sufficient capacity to sell and to always negotiate best departure times and additional space to prevent guests from being put on a waitlist which results in revenue loss and customer dissatisfaction. In the event vendors are not able to accommodate additional space for the tours and/or hotels that run out of space, this position is also challenged to work with the Product Manager to research and offer alternative options/solutions to capture the business and revenue. This role requires the ability to make judgment calls to either add or delete tour departures to maximize profitability and fulfil guest demand. Often the specialists must negotiate with tour operators to ensure the HA Group obtains maximum inventory and preferred departure times.

• Problem solving: Analyze inventory to provide feedback to Product Manager for tour program development. Prioritize and juggle tasks concurrently across multiple systems. Monitoring waitlists (find creative solutions to accommodate demand)

• Impact: This role directly impacts revenue growth, guest satisfaction, and profitability by ensuring the accurate setup and maintenance of tour inventory, marketing material and operational data within company systems. Through effective inventory optimization, forecasting, and informed decisions regarding inventory allocation and cancellations, the role maximizes sales opportunities while minimizing waitlists and lost revenue. By securing optimal inventory levels and identifying alternative solutions when capacity constraints arise, this position supports both the company's financial objectives and the delivery of exceptional guest experience.

• Leadership: Work closely with onboard teams for inventory and operational support. Manage and negotiate tour operator inventory. Provide support to the Product Manager as needed.

Essential/Minimum Qualifications:

• Shipboard/Hospitability Industry experience preferred.

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

• Technical ability and agility to navigate systems, learn and use web-based tools, troubleshoot and test.

Essential Experience Required:

• Minimum 2 years related experience preferred

• Shipboard or other travel industry experience highly desirable.

Travel: No or very little 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 Hourly Range: $22.79 to $30.77. 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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