Air Support Specialist (Temp 6 months)
- United States
- Remote
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 and in true expedition-style. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.
As one of the core teams at HX, the Air Product Team owns a critical part of the guest experience, enabling us to help our guests reach destinations around the world. The Air Support Specialist is responsible for supporting our front-line sales team members, who will be booking flights via Amadeus, as well as assisting other Air Team member with booking changes, ticketing, and flight operations tasks (e.g., manifests, seating). This role will primarily be oriented toward supporting the US market, and work hours will be aligned with the US West Coast (PST) time zone. This is a temporary role with a fixed term of 6-month.
Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline.
Key Responsibilities:
- Be a subject matter expert in all Air-related systems, reports, and procedures including GDS (Amadeus), booking systems, payments (IATA BSP/ ARC experience beneficial).
- Issue/refund tickets, manage ADMs/ACMs, apply NEGO/CORP fares and multiple tour codes.
- Resolve complex cases incl. involuntary changes, fare audits, and group bookings.
- Proactively coach and train front-line sales team on flights booking systems to ensure our team can effectively complete customer bookings and understand the design of our air products and our unique value proposition (vs competitors) in these products.
- Complete complex booking changes/ updates that cannot be completed by front-line sales team.
- Support projects related to air operations and services, as needed
- Support with ARC-related activities (DSS review, checking void deadlines, queue and ticketing accuracy checks, processing refunds and exchanges, etc.)
- In case of emergency situation, take part on the on call out of hours emergency phone a rotation basis to ensure that the fleet is supported 24/7.
Skills & Requirements
Education and experience required:
Minimum 3-years’ experience in a similar role in the travel industry.
Strong knowledge of travel operations and logistics, especially with experience in managing travel logistics in remote destinations with limited infrastructure.
Experience in coaching and/or training teams on flight systems, preferably Amadeus.
Proficient knowledge of flight booking systems (Amadeus required, Sabre preferred), documentation procedures and other processes
Excellent knowledge of GDS Systems; Agent Command Pages, Back office & Agency Management functions, Script & Software Development Kits.
Excellent Industry knowledge and reservation skills for domestic and international reservations to include air, hotel, rail, and ground transportation
Analytical skills and statistical background
Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.
Essential Knowledge & Skills
- Fluent English; other languages (German, French) beneficial
- Comfortable learning new software and systems.
- Clear and effective communication with internal and external stakeholders.
- Ability to manage tasks and responsibilities in an ever-changing environment.
- Experience working in a multi-national organisation with a global guest mix.
- Ability to multitask and prioritize work independently, with ability to follow specified working schedule and tasks
- Strategic mindset, but comfortable drilling down into details and data
- Structured and analytical approach to problem-solving and decision-making
- Highly collaborative and a dedicated team player, with ability to collaborate across functions to deliver on business goals
- Clear and effective communication
- Effective and inspirational leadership and collaboration
Key Personal Attributes/behavioural Competencies:
Approach work with an emphasis on attention to detail and accuracy to minimize mistakes.
- Effective & confident communication skills.
- Analytical Thinking.
- Problem Solving Skills.
- Organizational Skills.
- Adaptable and flexible in a changing work environment.
- Relationship building & influencing skills.
- Resilience when working under pressure.
Performance Indicators (metrics, KPIs, qualitative assessments):
Be a role model for HX Spirit.
- Meet Service Level Agreements.
- Quality of Service & Reporting
- KPIs according to Team utilization, Employee satisfaction,
- Flight Service Implementation & improvement
Benefits:
Salary for this is a non-exempt position $24 to $29 per hour USD/CAD. HX expedition provides an excellent benefits package which includes competitive compensation, employer paid Medical, Vision, Dental, EAP, Retirement with 4% match, 11 paid Holidays, Vacation 2 weeks, 9 personal days, familiarization trips, excellent employee discounts, and more! (This is a 6 months contract - The amount of days will be adjusted to the lenght of service)
• To be part of a dynamic and dedicated team, with highly skilled colleagues.
• Opportunities to work on a global level, with senior management.
• Excellent growth opportunities and the ability to impact with velocity.
HX Spirit:
- Passionate Explorers: We are proud of our history and are driven to create more.
- ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.
- Humble Leadership: We have a short distance between leaders and teams.
- Genuine Interactions: We want all people to be their true selves.
- Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust
Great Place to Work
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Passionate Explorers - We are proud of our history and are driven to create more.
-
‘Can-Do’ Mindset - We jump-in and proactively contribute to the greater good.
-
Supportive and Collaborative Teams - We are curious and generous with our knowledge. We Trust.
-
Genuine Interactions - We want all people to be their true selves.
-
Humble Leadership - We have a short distance between leaders and teams.
About the company
Since 1896, HX have championed sustainability in the expedition cruise sector. From launching the world’s first battery-hybrid expedition cruise ships to banishing heavy fuel oil and single use plastics from our fleet. We are at the forefront of driving sustainable practices in expedition cruises that prioritise greener travel.
For nearly 130 years we have been committed to continuously improving what we do for our guests but also for the people we work with.
We are a group of explorers who want to seek out the very best journeys for our guests but also for ourselves. We take our guests on big life-changing adventures, from the stunning wilderness of the Arctic to the incredible creatures on the Galápagos Islands all on our purpose-built expedition ships. Our HX fleet explore hundreds of destinations in over 30 countries across 5 continents.
Our ambition is strong and lofty – we want to become the number one sustainable expedition brand in the world. But we recognise we need passionate explorers, with can-do mindsets, humble leadership skills which bring people together for genuine interactions in a supportive and collaborative way.
As a newly branded company built on a 130-years heritage, HX is at an exciting new chapter and as we embark on this new journey, we believe your skills and passion could thrive. We are looking for talented explorers who want to join us on our exciting expedition to growth and success. This could include travelling and working in amazing HX hubs both on sea and land. From our impressive new Headquarters in London to our state-of-the-art Customer Service Centre just opened in Prague as well as various offices across Europe, the US and APAC.
One thing you’ll find whether on sea or land is a group of people, all connected with the same mindset and purpose - we want to explore more, champion sustainability and become the world’s very best expedition cruise operator.
Single-use plastic banHurtigruten was the first major travel company to have removed single-use plastic from its entire fleet and our hotels.
Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption.
Beach cleanupsHX Expedition Teams encourage guests to take part in beach clean-ups, which results in several metric tonnes of trash every year being removed.
HX Expedition FoundationOur HX Foundation is a dedicated charity supporting local communities and environmental initiatives solely on the areas where HX’s Expedition ships sail, from the Arctic and Alaska to the UK, Galápagos Islands and Antarctica.
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