Group Specialist (Travel/Cruise)

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 Skills & 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. Ability to work in an organised and logical manner while remaining flexible when priorities change. Strong sense of initiative and urgency, with the ability to follow up on outstanding matters efficiently. Demonstrates pride, ownership and accountability in all aspects of work. Customer and guest-focused, with a passion for delivering memorable experiences. Collaborative team player who builds positive relationships across functions and regions. Professional, approachable and committed to continuous learning and improvement. 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. Great Place to Work 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. Responsible ExplorationResponsible travel is at the heart of everything we do. From conservation initiatives and sustainability goals to our onboard citizen science programmes, we are committed to creating a more responsible way to explore the world's most inspiring destinations. Hybrid Explorer shipsHX Expedition has two hybrid-electric powered expedition cruise ships that offer a 20% reduction of fuel consumption. Beach cleanupsOur expedition teams regularly invite guests to participate in beach clean-ups around the world, while our shoreside teams actively support environmental initiatives closer to home. During our 2026 Arctic season alone, guests and crew helped remove more than 308kg of plastic waste and litter from remote coastal environments. Single-Use Plastic BanIn 2018, we became the first expedition cruise company to eliminate single-use plastics across our entire fleet, helping to reduce waste and protect fragile ecosystems. #J-18808-Ljbffr