Job Description
Where passion meets opportunity
The best of your adventures is the one you have yet to sail!
Your Purpose
Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva. Leveraging our parent company MSC Group`s hundreds of years of maritime expertise, our fleet of four ships (currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travelers.
This position, based in Miami Downtown, is responsible of the operations of our air services, which include coordination of air travel in conjunction with an Explora Journeys vacation.
Your Impact
• Responsible for reserving and managing guest air transportation.
• Effectively inform travel advisors and EEC Ambassadors of essential travel information, such as travel times, transportation connections, and special travel requirements
• Work closely with EEC, Sales Excellence, Destination Experience and Product teams to help ensure smooth travel reservation processes and positive guest and travel advisor experiences.
• Support travelers with alternative arrangements in the instance of flight delays and cancellations; assist with reserving alternative reservations as required.
• Communicate regularly and effectively with travel advisors and EEC on any involuntary changes to ticketed air reservations.
• Plan routes, itineraries, and compute fares and fees.
• Review files, records, and other documents to obtain information needed to respond to travel-related needs and requests.
• Anticipate operational travel needs and develop solution plans in line with operational policies.
• Ensure guest reservations are managed in a timely manner to meet all ticketing deadlines.
• Develop and maintain expert status with Seaware and Amadeus booking software.
• Manage post booking servicing (special request: seats assignment/meal requests/extra baggage/upgrade/voluntary change) and assist passengers with a disability or reduced mobility on their flight.
• Research and identify opportunities for improvement and change within the air travel programme (Sky&Sea fare, bespoke arrangement and private air).
• Identify savings opportunities and service enhancements.
• Liaise with vessel and shoreside leadership in reviewing travel changes and guest’s requests.
• Review data for accuracy regarding travel days, turnover, exception reports, etc.
• Monitor compliance with Explora Journeys air travel policies.
• Develop and maintain best practices for guest air travel.
• Strategically troubleshoot systemic issues, both internally and externally.
Your Journey so far
• Enthusiastic with the ability to follow tasks though to completion
• Capability to articulate specifics and fact driven recommendations.
• Comfortable interacting with senior leadership.
• Minimum of 5 years of experience in air travel operations, preferably in a cruise line or travel industry setting.
• proficient w/ travel technology and strong knowledge of Amadeus reservation systems, ticketing/reissue/schedule change/queue management/special request/upgrade procedures, and fare rules.
• Proficiency with ARC & BSP platforms, Certification is a plus
• Excellent attention to detail and accuracy in data entry and documentation.
• Exceptional analytical and problem-solving skills.
• Effective communication skills, both verbal and written.
• Ability to multitask, prioritize tasks with similar deadlines, and work efficiently under pressure.
• Ability to work in fast-paced, quickly changing environment
• Work globally across different time zones (flexibility on time shift required to cover global service)
• Flexibility to work occasional evenings, weekends, and holidays as needed.
• Proficiency in Microsoft Office suite (PowerPoint, Word, Excel, Outlook, Teams), Salesforce and other relevant software applications.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Manage tracking and reconciliation for flight cancellations.
• Ensure performance and behavior support Explora Journeys Mission, Vision, Values, and Operating Principles.
• Solicit feedback and act to continuously improve success of team.
• Perform other duties as assigned.
• Ability to analyze, negotiate, respond, and resolve complex, sensitive, and confidential issues and communicate clearly. (verbally and written) at all levels.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities with similar deadlines.
• Ability to work with a sense of urgency and efficiency.
• Ability to work in fast-paced, quickly changing environment.
• Must be detail-oriented and extremely organized.
• Must be willing to accept changes of direction in work and priorities with a positive attitude.
• Must be a proactive thinker and constantly think ahead to better serve the Explora Journeys customers.
Your Essentials
Must have authorization to work in the United States
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
The best of your adventures is the one you have yet to sail!
Your Purpose
Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss Hospitality and luxury in Geneva. Leveraging our parent company MSC Group`s hundreds of years of maritime expertise, our fleet of four ships (currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travelers.
This position, based in Miami Downtown, is responsible of the operations of our air services, which include coordination of air travel in conjunction with an Explora Journeys vacation.
Your Impact
• Responsible for reserving and managing guest air transportation.
• Effectively inform travel advisors and EEC Ambassadors of essential travel information, such as travel times, transportation connections, and special travel requirements
• Work closely with EEC, Sales Excellence, Destination Experience and Product teams to help ensure smooth travel reservation processes and positive guest and travel advisor experiences.
• Support travelers with alternative arrangements in the instance of flight delays and cancellations; assist with reserving alternative reservations as required.
• Communicate regularly and effectively with travel advisors and EEC on any involuntary changes to ticketed air reservations.
• Plan routes, itineraries, and compute fares and fees.
• Review files, records, and other documents to obtain information needed to respond to travel-related needs and requests.
• Anticipate operational travel needs and develop solution plans in line with operational policies.
• Ensure guest reservations are managed in a timely manner to meet all ticketing deadlines.
• Develop and maintain expert status with Seaware and Amadeus booking software.
• Manage post booking servicing (special request: seats assignment/meal requests/extra baggage/upgrade/voluntary change) and assist passengers with a disability or reduced mobility on their flight.
• Research and identify opportunities for improvement and change within the air travel programme (Sky&Sea fare, bespoke arrangement and private air).
• Identify savings opportunities and service enhancements.
• Liaise with vessel and shoreside leadership in reviewing travel changes and guest’s requests.
• Review data for accuracy regarding travel days, turnover, exception reports, etc.
• Monitor compliance with Explora Journeys air travel policies.
• Develop and maintain best practices for guest air travel.
• Strategically troubleshoot systemic issues, both internally and externally.
Your Journey so far
• Enthusiastic with the ability to follow tasks though to completion
• Capability to articulate specifics and fact driven recommendations.
• Comfortable interacting with senior leadership.
• Minimum of 5 years of experience in air travel operations, preferably in a cruise line or travel industry setting.
• proficient w/ travel technology and strong knowledge of Amadeus reservation systems, ticketing/reissue/schedule change/queue management/special request/upgrade procedures, and fare rules.
• Proficiency with ARC & BSP platforms, Certification is a plus
• Excellent attention to detail and accuracy in data entry and documentation.
• Exceptional analytical and problem-solving skills.
• Effective communication skills, both verbal and written.
• Ability to multitask, prioritize tasks with similar deadlines, and work efficiently under pressure.
• Ability to work in fast-paced, quickly changing environment
• Work globally across different time zones (flexibility on time shift required to cover global service)
• Flexibility to work occasional evenings, weekends, and holidays as needed.
• Proficiency in Microsoft Office suite (PowerPoint, Word, Excel, Outlook, Teams), Salesforce and other relevant software applications.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Manage tracking and reconciliation for flight cancellations.
• Ensure performance and behavior support Explora Journeys Mission, Vision, Values, and Operating Principles.
• Solicit feedback and act to continuously improve success of team.
• Perform other duties as assigned.
• Ability to analyze, negotiate, respond, and resolve complex, sensitive, and confidential issues and communicate clearly. (verbally and written) at all levels.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities with similar deadlines.
• Ability to work with a sense of urgency and efficiency.
• Ability to work in fast-paced, quickly changing environment.
• Must be detail-oriented and extremely organized.
• Must be willing to accept changes of direction in work and priorities with a positive attitude.
• Must be a proactive thinker and constantly think ahead to better serve the Explora Journeys customers.
Your Essentials
Must have authorization to work in the United States
Our commitment
We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.
Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!
💡 Quick Summary
Seeking a career-building opportunity? The Air Services Specialist - US position is now open for candidates interested in the Customer Care sector. This role in Miami offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
