Job Description

This position is onsite at our beautiful new office located in Praha 8

About the role:
As an expedition travel specialist, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime.

You will embark on a 4-week orientation program to learn about our incredible guest experience, that changes the way they see the world. We take curious travelers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.

In your role as an expedition travel specialist. You will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional service to both B2B and B2C customers who are seeking unforgettable, life-changing experiences, converting prospects into guests and retaining them throughout their journey with us.

Key Responsibilities:

• As a passionate guest advocate, you will maintain regular contact with guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.

• As an effective salesperson, you have demonstrable, effective sales consulting techniques to understand customer needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests

• As part of the sales and booking journey, you will service guests from their first point of contact through to embarkation, including booking hotels and flights, answering questions, and managing the complete end-to-end reservation process.

• Enthusiastic about continuous improvement, you will monitor and communicate guest feedback and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently.

• Drawing on your expertise, you will recommend personalized enhancements to elevate each guest's experience, from suite upgrades and flights to excursions and pre- and post-trip add-ons. You will be responsible for entering, updating, and documenting all customer information in the CRM and booking systems according to standard operating procedures, supporting both ship and shore operations and quality measurement.

About you:

• As a dedicated explorer, you bring unquenchable enthusiasm for travel and excel at delivering unforgettable experiences to travelers.

• An experienced travel consultant professional with proven previous guest service experience in a sales & service environment and/or travel/cruise industry along with experience of working with KPI’s and towards sales targets.

• Good numeracy to understand a guest’s budget constraints, company policies and cost drivers, and commercial levers.

• You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs’ experiences, products and services and seek feedback on your own interactions and performance.

• You thrive under pressure and maintain a professional composure even with challenging guests.

• Possess drive and energy to reach and exceed specified sales goals.

• You have high-guest centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.

• Have a “can do” solution mindset and are able to multi-task.

• You have demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus, e.g.Salesforce

• Experience of flight GDS systems is highly desirable e.g. Amadeus

• Committed to exceptional guest care, you are willing to be available for crisis training and on-call support if/when required.You will be passionate to advocate our HX Spirit and values.

Points to note:
Hours:

• Working hours in general are 40 hours a week, including weekend work on shift patterns to cover our opening hours,

• E.g. 8am-7pm Monday-Friday, 8am-6pm Saturday and 9am-5pm Sunday (generally 2 in 4 weeks)

• The position is guest sales & service (inbound and outbound, calls & emails), within a shift environment.

• Hybrid working will be an option after training and onboarding, when possible. This will typically be 3 days office. Where we have promotions and other critical peaks, office-based will be required.

Earnings:

• During this initial 4-week period, you will receive a guaranteed commission payment equivalent to your standard KPI conversion.

• We offer uncapped earning opportunity for our Travel Consultants. They can earn an extra 15% of their base pay in sales incentives, with top performers earning up to 50% more. Actual earnings may vary based on individual performance.

• We offer an uncapped commission structure for our ETS. Based on sales calls KPIs. Earnings may vary based on individual performance.

Development:

• You will be invited to a familiarization trip within your first 9-12 months in the role, to experience our guest experience firsthand.