Matthew McKeown
Gold Coast,Australia
Summary
Dynamic and results-driven tourism and cruise industry leader with over 20 years of experience across shore excursions, product development, destination management, and commercial operations. People-centric leadership style, with a focus on the development and empowerment of team members. Proven track record of delivering exceptional guest experiences through innovative destination design, strategic partnerships, and sustainable tourism practices. Adept at leading high-performing, cross-functional teams, forging strong relationships with local communities and government authorities, and driving growth across 100+ ports throughout Australia, New Zealand, Asia, the South Pacific, and Hawaii. Recognized for creativity, communication, and executional excellence in fast-paced, globally focused environments. A highly technical and systems-minded leader, with a demonstrated ability to design and implement impactful automated reporting tools and operational platforms—streamlining workflows, improving data accuracy, and driving global team efficiencies well beyond regional responsibilities.
Overview
24
24
years of professional experience
Work History
Product Manager
Princess Cruises
03.2025 - Current
- Oversee strategic planning and operations for shore excursion programs across Australia, New Zealand, Asia, South Pacific, and Hawaii managing a destination portfolio of 109 ports, ensuring consistency, quality, and operational excellence.
- Responsible for Regional Sourcing, Competitive Bids, Cross-Brand Collaboration, Tour Operator Communications, Product Development, Category Framework and Shipboard Support.
- Designed and implemented the Global Sales and Waitlist Report, allowing operators to have up-to-date sales data to support strategic planning and revenue optimization.
- Developed a global automation solution for the Polar system, significantly enhancing departmental efficiency and reducing manual workloads across all regions and teams.
- Led global training sessions for Destination Managers and Analysts, ensuring consistent adoption of new automation tools and operational standards fleetwide.
- Mentoring new team members and empowering them to make appropriate business decisions.
- Created a Global Port and Shuttle Plan—now in final stages—to standardize logistics and maximize per port revenue through structured guidelines.
- Conducted detailed port, product, and trade partner reviews, driving measurable reductions in guest complaints and enhancing product quality and consistency at key destinations.
- Currently designing a data-driven EDM waitlist platform, aimed at converting unfulfilled demand into confirmed bookings through targeted pre-cruise communications and upsell strategies.
- Oversee competitive sourcing and bid management across the entire regional portfolio, ensuring strong commercial outcomes, vendor performance, and contractual compliance.
Product & Process Improvement Manager
Holland America Group
12.2016 - 03.2025
- This multifaceted role oversaw the end-to-end management of the shore tour program across multiple cruise brands within a designated region.
- It blended strategic product development, vendor negotiations, inventory optimization, and cross-functional collaboration to drive sales, enhance guest experiences, and maximize revenue.
- With responsibilities ranging from contracting and pricing to compliance and reporting, the role is pivotal in ensuring that tour offerings remain competitive, efficient, and aligned with brand standards.
- It also plays a key role in brand marketing, stakeholder engagement, and continuous process improvement across both product and operations.
- Spearheaded the expansion of shore excursion footprint by launching in-port operations in 18 new destinations across ANZ and the Pacific, delivering seamless logistics and guest-ready infrastructure.
- Led regional competitive bid processes for Princess and sister brands, achieving cost efficiencies, elevated service standards, and stronger commercial partnerships.
- Developed and implemented the P&O AOP and budget plan, with transferable skills in strategic financial planning and revenue.
- Represented the shore excursions division in executive-level Onboard Revenue leadership meetings, influencing revenue strategy and cross-departmental collaboration.
- Introduced the Local Connections Program, aligned with Princess’ focus on authentic, immersive experiences—scaling it across key ports to enhance community engagement.
- Redesigned onboard reporting tools and destination dashboards, enabling real-time insight into performance, sales, and guest satisfaction—streamlining decision-making for leadership teams.
- Revamped destination marketing strategies, supporting increased pre-cruise sales and greater alignment with brands positioning.
- Built enduring partnerships with tourism boards, government authorities, and local operators—critical for destination access, brand presence, and tour development.
- Championed cross-functional training and process improvement initiatives, upskilling teams and ensuring consistency in delivery, compliance, and guest experience.
Sales Manager – Shore Excursions / Future Cruise Sales
P&O Cruise Group
11.2013 - 12.2016
- Led a team of over 20 onboard sales staff across the P&O Cruise Group, overseeing the delivery of shore excursion and future cruise sales.
- This role combined commercial management with operational oversight, focusing on revenue growth, staff training, guest experience, and the standardization of tour delivery processes.
- Strong emphasis was placed on sales performance, pricing structure, customer satisfaction, and the creation of consistent operational frameworks.
- Increased future cruise revenue from $200K to $1.9M YoY, through sales leadership, performance coaching, and onboard retail optimization.
- Designed and rolled out a new commission model and sales training program, improving team motivation, accountability, and conversion rates.
- Developed and launched Standard Operating Procedures (SOPs) for shore excursion operations, establishing consistency in tour execution, safety standards, and onboard guest communication.
- Collaborated with marketing teams to produce tailored collateral and destination content, enhancing pre-tour engagement and onboard promotions.
- Managed onboard feedback loops, using guest insights to refine offerings and ensure alignment with brand promise and operational feasibility.
Front Office Manager
Novotel Sydney Central
11.2012 - 11.2013
- Oversaw the full scope of Front Office operations at a major hotel property, including Front Desk, Concierge, Bell, Door, Valet, and Telecommunications, delivering seamless guest experiences and high service standards.
- Played a pivotal role in the complete rebranding and operational transition from CityLife to Novotel, maintaining service consistency and team engagement.
- Responsible for revenue performance, cost controls, budgeting, and forecasting across the Rooms Division.
- Led, trained, and mentored a large multicultural team, implemented guest satisfaction initiatives, and resolved complex service issues in a high-volume, fast-paced environment.
Shore Excursion Manager
Princess Cruises
11.2001 - 07.2008
- Responsible for on-board financial and operational management of the Shore Excursions Department.
- Promotion and Marketing of product onboard through Live Presentation, Designated TV Channel and printed collateral to assist in maximizing passenger engagement and revenue.
- Communication with local operators to ensure seamless operations in every port.
- Motivating and training staff, managing customer port feedback and completing corporate reporting post-departure for every port.
- Additional Roles Onboard: Assistant Purser, Assistant Shore Excursion Manager, Administration Officer, Assistant Crew Purser, Front Desk Supervisor, Night Manager, Junior Assistant Purser -Tour Office, Front Desk, Crew Office, Assistant Practica.
Education
Diploma in Hotel Management - Accredited by the New Zealand Qualification Authority
Pacific International Hotel Management School
New Plymouth, New Zealand01.2000
Westlake Boys High School -
Westlake Boys High School
01.1997
Skills
- Strategic shore excursion and destination development
- Data-driven reporting and performance analysis
- Team leadership and stakeholder engagement
- Multi-port operational leadership
- Commercial management and budget ownership
- High-level supplier negotiations
- Customer satisfaction and guest experience strategy
Timeline
Product Manager
Princess Cruises
03.2025 - Current
Product & Process Improvement Manager
Holland America Group
12.2016 - 03.2025
Sales Manager – Shore Excursions / Future Cruise Sales
P&O Cruise Group
11.2013 - 12.2016
Front Office Manager
Novotel Sydney Central
11.2012 - 11.2013
Shore Excursion Manager
Princess Cruises
11.2001 - 07.2008
Diploma in Hotel Management - Accredited by the New Zealand Qualification Authority
Pacific International Hotel Management School
Westlake Boys High School -
Westlake Boys High School
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