Job Description

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.

As an Expedition Travel Specialist, you’ll be at the heart of every guest’s journey, guiding them from their very first call through to the adventure of a lifetime. You’ll help bring our extraordinary expedition cruise experiences to life, offering warm, knowledgeable, and memorable service that sets the tone for the entire trip.

You are a passionate, experienced sales professional with customer service skills who loves creating exceptional moments. In this role, you will support both our guests and Travel Agents as they plan meaningful, lifechanging voyages. Your mission: convert enquiries into bookings, deliver outstanding service, build strong relationships, and retain guests throughout their entire lifecycle with us.

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

You own the guest journey from first enquiry to embarkation, providing exceptional service, accurate booking expertise, and proactive guidance that prepares every guest for an inspiring, once‑in‑a‑lifetime expedition.

• Convert enquiries into bookings using effective sales consulting techniques to understand guest needs, recommend suitable voyage options, and consistently meet or exceed sales targets.

• Manage the full reservation and travel process including booking hotels, flights, and trip components; answering questions; and supporting guests throughout the entire sales and service lifecycle.

• Deliver exceptional end‑to‑end guest service by handling inbound and outbound calls and emails, maintaining regular contact with guests and travel agents, and ensuring total satisfaction from first enquiry through to embarkation.

• Enhance the guest journey by offering personalised expertise on suite upgrades, enhancements, excursions, flights, and pre‑/post‑trip packages to create memorable, tailored expedition experiences.

• Drive continuous improvement by sharing guest feedback and collaborating with global colleagues on process improvements

• Resolve guest issues quickly and effectively by identifying, escalating, and addressing complaints efficiently to ensure smooth, positive outcomes.

• Maintain accurate operational records by entering, updating, and documenting all guest and booking information in CRM and reservation systems in alignment with established SOPs, supporting both ship and shore operations.

• Other duties as assigned.

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

• Be a brand ambassador and champion the HX Spirits

Requirements:

• Fluency in English is required.

• Experience in maritime, expedition, or cruise industry beneficial but not required.

• A minimum of 2+ years’ experience in a travel, expedition, tour, cruise, hospitality, or sales & service environment working to KPIs and sales targets.

• Proven guest service experience with a strong guest‑centric mindset and collaborative interpersonal skills; effective working within a team-based environment.

• Commercial and numerical competency, with the ability to understand guest budget constraints, company policies, cost drivers, and commercial levers.

• Proficiency in Microsoft Office, including Outlook, PowerPoint, Word, and Excel, along with experience using CRM platforms (e.g., Salesforce).

• Experience with travel reservation systems is beneficial but not required.

• Flight GDS experience (e.g., Amadeus) is beneficial but not required.

• Tech-forward and adaptable, with a proven ability to quickly learn new systems.

• Experience working fully remote is beneficial but not essential.

• Experience working in a multi-national organization with a global guest mix.

Key Personal Attributes/Behavioral Competencies:

• Safety and Compliance minded for yourself and others.

• High degree of personal integrity and honesty.

• Passionate about inclusion and belonging. You take pride in bringing people and different perspectives together to promote a diverse and inclusive workplace.

• Clear and effective communication with internal and external stakeholders.

• Ability to manage execution and competing demands.

• Ability to adapt to change in a positive, productive manner.

• Learning agility, with the ability to adapt quickly to changes, absorb new information, and maintain up‑to‑date knowledge of HX products, experiences, and services.

• Resilience under pressure, maintaining professional composure when handling challenging situations or guest interactions.

• Results‑oriented, with drive and energy to meet and exceed sales or performance goals.

• Strong problem‑solving ability, able to identify issues quickly and propose effective, guest‑focused solutions

• Multitasking and prioritisation capability, managing multiple enquiries and deadlines in a fast‑paced environment.

• Alignment with the HX Spirit and values, demonstrating enthusiasm for exploration and delivering unforgettable travel experiences.

You will get:

• 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.

Work Environment:

This is a remote position and may require some travel. Candidate must reside and be eligible to work in United States.

Benefits:

Salary for this is a non-exempt position $25-27 per hour USD plus uncapped Sales Incentive Plan. 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!

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.