Australia Hybrid Job Description Overview : 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 travelers 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 personalized 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
