James Coughlan Shares Career Milestones in Cruise Industry

James Coughlan, MD, Shorex Australia, shares his cruise industry firsts.

September 21, 2026

The seasoned cruise industry veteran transformed from a 20-year-old chef aboard Crystal Symphony into a respected shore excursion specialist PHOTO: SHOREX AUSTRALIA

Describe the first time you saw a cruise ship.

In Sydney Harbour while watching the Sydney 2000 Olympic closing ceremony – Crystal Harmony was docked at the OPT as it was chartered by IBM for the Olympics. Little did I know that a few years later I would join her sister ship for my career at sea.

What was the first cruise-related company you worked for as a young professional and what was the role?

I joined Crystal Symphony in Sydney at 20 years old in 2002, joining her in Sydney Harbour as a chef in their Prego Restaurant. After two years and four contracts in the chef brigade, I transferred to the onboard shore excursion department where I spent the remainder of my time at sea.

An Austrian wife later and after 11 years at sea, it was time to step off the gangway and join the world of cruise tour operations in Australia.

What was your first cruise experience as a passenger?

My true, full guest experience on a cruise ship was in 2025 out of Miami with my wife and two young kids aboard Symphony of the Seas for a one-week Caribbean exploration. Having worked aboard smaller ships, I never thought I would step foot onto one of these giants – but it was incredible! The entertainment, the food, and the vessel were outstanding. I understood the world of Royal Caribbean having had them as a client for many years, but to get aboard with my family was truly exceptional.

Name your first cruise industry mentor or inspiration.

Without a doubt or hesitation, my greatest mentor was and is John Stoll. John's respect in the industry and the way he operated were truly inspirational. In my mind, he led the way in all things shore excursions and extended land programs around the world.

John created an environment aboard Crystal Cruises that fostered excellence and truly outstanding guest experiences through the right attitude and genuine care for the destinations we were delivering.

And your first memory of a Seatrade Cruise event?

Seatrade Miami 2021 – after working on land in shore excursions for 10 years, plus 10 years at sea with Crystal, it was totally amazing and special to visit Miami and see all of the people that had helped me on my journey. All of the tour operators I had worked with over the years, all of the ports and destinations that welcomed me into their destinations – it was so great to see them all in the one place and rekindle the relationships forged over my career.

Now, visiting Seatrade Global annually, it continues to be my favourite thing – to meet up with friends and share war stories of the fun and games we experience in this world of cruise.