Marisa Mulhearn

• Shore Excursion Program & Product Management: Oversee the development, coordination, and management of shore excursion programs across multiple ports of call, ensuring a diverse, high-quality product portfolio aligned with guest expectations and destination opportunities.
• Vendor Relations & Contract Negotiations: Develop and maintain strategic relationships with local tour operators and destination partners, managing pricing discussions, capacity planning, rate negotiations, and contract execution while ensuring service quality and operational standards.
• International Representation & Destination Development: Represent MSC Cruises at international FCCA events, fostering relationships with destination stakeholders and local partners. Participate in familiarization trips, destination inspections, and product development visits to assess new destinations and enhance existing excursion offerings.
• Team Leadership & Development: Train, coach, and support shoreside Shore Excursions team members, strengthening product knowledge, operational consistency, and adherence to company standards.
• Cross-Functional Collaboration: Work closely with onboard Shore Excursions teams to communicate product updates, review sales trends and guest feedback, address operational challenges, and coordinate improvements to excursion offerings and service delivery.
• Monitored excursion sales performance, identified trends and opportunities, and implemented product or operational adjustments to improve performance.
• Guest Experience & Continuous Improvement: Evaluate guest feedback and complaints, collaborate with tour operators to resolve service issues, and implement corrective actions to improve product quality and guest satisfaction.

Quality Assurance & Safety Compliance: Conducted destination inspections, reviewed safety audits, and monitored tour operations, coordinating corrective actions with onboard teams and tour operators to improve service quality and guest satisfaction.

Product & Inventory Management: Maintained shore excursion programs, inventory, pricing, and online content across internal systems, adjusting availability and configurations to accommodate itinerary changes and demand.

Vendor & Contract Management: Coordinated with local tour operators on program requirements, pricing, and deliverables while maintaining contracts, insurance certificates, and vendor documentation.

Product Development & Market Research: Supported new excursion development, competitive benchmarking, and product optimization based on market trends, guest demand, and operational requirements.

Operational Coordination & Content Management: Reviewed onboard operational reports, maintained tour descriptions and image libraries in collaboration with Marketing, and supported destination research and departmental projects.

Itinerary & Ship Selection: Assist clients in selecting suitable cruise itineraries, ships, and sailing dates based on their preferences and travel needs.

Cabin & Pricing Guidance: Advise clients on cabin categories, available promotions, and package options, including beverage and Wi-Fi packages.

Reservations & Payments: Process new bookings, reservation modifications, and final payments, ensuring accuracy and timely follow-up.

Special Requests: Coordinate special accommodations, dietary requirements, accessibility needs, and any other requests to support a smooth guest experience.

Personal Care & ADLs: Assist residents with bathing, dressing, grooming, oral hygiene, toileting, and incontinence care while maintaining dignity and comfort.

Mobility & Positioning: Assist with transfers, ambulation, and repositioning to promote mobility, prevent falls, and reduce the risk of pressure injuries.

Vital Signs & Monitoring: Measure and document vital signs, weight, and food and fluid intake, reporting abnormal findings as appropriate.

Nutrition & Hydration: Serve meals, assist residents with feeding, and encourage adequate food and fluid intake.

Safety & Infection Control: Respond promptly to call lights, maintain a clean and safe environment, change bed linens, and follow infection prevention protocols and universal precautions.

Observation & Reporting: Observe residents’ physical, mental, and emotional conditions and promptly report changes to nursing staff.

Documentation: Accurately record care provided, intake, and relevant observations in electronic or paper medical records.

Front Desk & Visitor Services: Welcome residents’ families, visitors, and vendors professionally and compassionately, provide directions, and enforce visitor sign-in procedures and facility policies.

Phone & Communication Management: Operate a multi-line phone system, screen and direct calls, relay messages accurately, and respond to general inquiries regarding facility policies, visiting hours, and resident activities.

Administrative & Records Management: Maintain visitor logs, organize files, perform data entry, and assist with scheduling and other administrative tasks.

Mail & Office Coordination: Sort and distribute mail and packages, operate office equipment, and maintain an organized, well-stocked reception area.

Safety & Emergency Support: Monitor visitor access, follow facility security procedures, and assist with emergency notifications, drills, and response protocols to help maintain a safe environment for residents and staff.