Land Ops Coordinator

Job Description

A bit about the role:

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that

reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably in true

expedition-style with science and education at the heart of every journey. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern, Norway, and Central / South America.

The Land Operations Coordinator is responsible for assisting with planning and supporting the successful execution of HX Expeditions pre and post cruise operations within gateway cities and ports in the most unique destinations in the world. The right person for this role is digitally savvy, highly collaborative, and passionate about travel with a focus on providing once-in-a-lifetime guest experiences. This position works closely with other Land Operations Coordinators, Managers, Air Teams, and global colleagues to deliver a flawless experience to our guests.

At HX, we are a passionate team who deliver our global operations from every corner of the world and

our people are instrumental in continuing to inspire this adventure, play their part and deliver on our

promise of guest centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world – to change the way they see the world.

Key Responsibilities & Deliverables:

• Work directly with Land Operations Manager for a specific key area of our business to research

and plan land programs in gateway cities and ports around the world.

• Support and collaborate with the wider Air & Land team, including other Land Operations

Coordinators and Land Operations Manager, in delivering a great experience for our guests.

• Work closely with HX Air team to ensure seamless customer journey across any ad-hoc, charter or

group flights, including alignment on schedules, inventory, manifests and service delivery.

• Coordinate and prepare all logistics and practical information with shipboard teams to ensure the

ground operations are seamlessly executed resulting in an elevated guest experience.

• Handle detailed operations planning, working closely with suppliers to support the guest journey.

• Document and adhere to negotiated contracts, pricing, service and quality standards, including

associated logistics including transfer buses, staffing (hosts, guides) possible included meals and

activities, etc.

• Communicate guest logistics and practical information to various stakeholders (internal and

external) to support guest communication and service delivery - including preparing detailed

information, reports, manifests and travel documents.

• Be a subject matter expert for your area, and available to quickly and accurately respond to

questions from other internal teams, including Marketing, Sales and Guest Excellence Teams.

• Work with marketing team to ensure the HX brand comes to life across all physical touchpoints

(uniforms, welcome desk, communications, etc.)

• Identify opportunities to further enhance customer journey for HX Suites guests, VIP’s, etc.

• Monitor and support any customer service issues that may occur relating to the teams area of

responsibility.

• Support logistics for irregular operations and emergencies as required (may be outside of regular

working hours) to achieve operational excellence in your area of responsibility, working closely

with cross functional teams to ensure a seamless customer experience.

• Handle cost control, invoice checking and processing for land operations, always looking for

opportunities to be more fiscally responsible and efficient whilst exceeding guest expectations.

• Document feedback after every cruise turnaround on vendor/supplier services and any guest

feedback and communicate internally to ensure resolution of any issues and learning moving

forward.

• Other duties as assigned.

• Thinks sustainably and brings this mindset to their team and partners.

• Champions the HX Spirits in your ways of working.