Group Specialist (Travel/Cruise)

HX Expeditions; Plantation (FL); Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical, Vision, Dental (employer-paid

Employee Assistance Program (EAP)

Retirement plan with 4% employer match

11 paid holidays

2 weeks of vacation

9 personal days

Job summary

HX Expeditions is seeking a Groups Specialist to support Travel Agent partners by managing group bookings from quotation to departure. You will coordinate guests, cabins, flights, hotels and transfers, ensuring accurate information in our systems and timely communications.

Ideal candidates will have English fluency and experience in travel, cruise, expedition or hospitality environments, with strong problem-solving and customer-service skills.

Qualifications

• Fluency in English is required.
• Experience within a travel, cruise, expedition, hospitality, reservations or customer service environment required.
• Experience managing complex bookings or travel arrangements preferred.

Responsibilities

• Manage group bookings from quotation to departure, ensuring an exceptional experience for Travel Agent partners and their guests.
• Create and maintain group quotations with Revenue Management and Sales teams.
• Coordinate all aspects of group bookings including guest info, cabins, flights, hotels, transfers and excursions.
• Enter and maintain booking information in company systems per established processes.
• Prepare and distribute invoices, travel documents and booking communications on time.
• Monitor payments and ensure bookings are financially reconciled before departure.
• Serve as primary contact for Travel Agents throughout the booking lifecycle.

Skills

English fluency

CRM software

Salesforce experience

Tools

MS Office (Outlook, Excel, Word, PowerPoint)

Booking/ticketing systems

Job description

The Groups Specialist is responsible for delivering exceptional support to our Travel Agent partners by managing group bookings from initial quotation through to departure. This role requires excellent attention to detail, commercial awareness, problem-solving capability and a passion for delivering memorable guest experiences in a fast-paced global environment.

Key Responsibilities & Deliverables

• Manage assigned group bookings from initial quotation through to departure, ensuring an exceptional experience for Travel Agent partners and their guests.
• Create and maintain group quotations in collaboration with Revenue Management and Sales teams, ensuring inventory and pricing are accurately reflected.
• Coordinate all aspects of group bookings, including guest information, cabin assignments, flights, hotels, transfers, excursions and other ancillary arrangements.
• Accurately enter, update and maintain booking information within company systems in accordance with established processes and standards.
• Prepare and distribute invoices, travel documentation and booking communications within agreed timelines.
• Monitor and collect payments, ensuring all bookings are financially reconciled and cleared prior to departure.
• Act as the primary point of contact for Travel Agents throughout the booking lifecycle, providing timely updates and professional support.
• Resolve booking enquiries, issues and service challenges by working collaboratively with internal stakeholders.
• Maintain accurate records of customer interactions, booking activity and case management notes.
• Support Sales teams and Travel Agent partners in identifying opportunities to maximise group participation and revenue.
• Contribute to continuous improvement initiatives that enhance operational efficiency and the customer experience.
• Provide support across global group markets and assist with additional projects and business priorities as required.
• Contribute to broader team and business priorities as needed.
• Think sustainably and bring this mindset to the team and partners.
• Champion the HX Spirits.

Requirements

• Fluency in English is required.
• Experience within a travel, cruise, expedition, hospitality, reservations or customer service environment required.
• Experience managing complex bookings, customer accounts or travel arrangements preferred.
• Knowledge of the expedition, cruise or wider travel industry beneficial but not required.
• Experience working with CRM, booking or ticketing systems; Salesforce experience beneficial.
• Strong written and verbal communication skills with the ability to communicate clearly and professionally with Travel Agents, guests and internal stakeholders.
• Demonstrated ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong customer service and stakeholder management skills.
• Tech-forward and adaptable, with a proven ability to quickly learn new systems.
• Proficiency in MS Office applications including Outlook, PowerPoint, Word and Excel.
• Experience working in a multi-national organisation with a global guest mix beneficial.

Key Personal Attributes / Behavioural Competencies

• Safety and compliance minded for yourself and others.
• High degree of personal integrity and honesty.
• Excited to work in a hybrid work environment and collaborate with colleagues globally.
• Passionate about inclusion and belonging, valuing diverse perspectives and experiences.
• Clear and effective communicator with internal and external stakeholders.
• Ability to manage execution and competing demands in a fast-paced environment.
• Adaptable and resilient, responding positively to change.
• Strong attention to detail and commitment to delivering accurate, high-quality work.
• Effective problem-solving and decision-making skills.

  You will get

  A compensation and benefits package, including hourly pay ($26- $30 USD/non-exempt) employer-paid Medical, Vision, Dental and EAP, a Retirement plan with 4% employer match, 11 paid holidays, 2 weeks of vacation, and 9 personal days.