Destination Operations Specialist

Job Description

Overview:

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 and 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 Destination Operations Specialist is a guest facing role, responsible for elevating the customer experience on-site, whilst ensuring the safe, seamless delivery of Ground Operations across all gateway cities and turnaround ports.

This role will be required to heighten the guest experience and operational delivery, whilst identifying fiscal efficiencies.

This role is ideal for someone who loves to travel, enjoys working directly with guests, and thrives in a fast-paced, detail-oriented environment. It suits a natural leader who is passionate about creating seamless guest experiences and understands the importance of every detail in delivering them. Success in this role relies on strong collaboration and communication, working hand in hand with internal teams and external partners to deliver exceptional service at every destination.

The position involves extensive travel and time commitment in our gateway locations. This is a rotation-based role, typically you will spend weeks in destination followed by some time at home. Flexibility is essential, including the ability to work evenings, weekends, and holidays. Working closely with internal teams, external partners, and shipboard colleagues, the Specialist ensures guest satisfaction, operational readiness, supports crisis response, and contributes to continuous improvement efforts across our global destinations.

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.

Key Responsibilities:

• Support and leads the planning and execution of ground-based operations, including guest arrivals, embarkation, and turnaround logistics, working closely with our Land Operations team.

• Develop best in class training materials that enable internal teams and external partners to deliver to the highest standards, aligned globally

• Help coordinate voyage preparations such as manifest accuracy, transportation schedules, and resource alignment.

• Ability to interact with all guests, exceeding their expectations on customer service, dealing with service recovery and ensuring a seamless coordination with shipboard teams.

• Liaise with onboard teams, and various colleagues across ship and shore to ensure a unified guest experience.

• Assist in real-time operational delivery while maintaining composure, communicating clearly, and supporting issue resolution during high-pressure periods.

• Provide calm, structured decisive and supportive coordination to ensure guest safety and operational continuity in crisis events, emergency response, or change operations.

• Provide logistical and communication support during Emergency Response Operations (ERO) and emergency events, in collaboration with the DMCs.

• Build and maintain positive working relationships with port agents, DMCs, and other service providers to ensure smooth operations.

• Prepare post-turnaround reports, highlighting barriers, lessons learned and identifying areas for improvement.

• Lead audit reviews of vendors and service providers, working across stakeholders to uphold HX standards of safety and service.

• Identify opportunities for cost optimisation, sustainability, and innovation within vendor operations.

• Communicate proactively and transparently with stakeholders, ensuring timely updates and effective coordination.

• Contribute to maintaining and updating Standard Operating Procedures (SOPs) in collaboration with internal stakeholders.

• Ensure brand consistency across guest communications materials such as signage, uniforms, and service desks.

• Provide destination-specific insights to internal teams including Marketing, Sales, and Guest Excellence.

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

• Champions the HX Spirits in team and guest interactions.

• Other duties as assigned.