Job Description

A bit about the role:

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 and in true expedition-style. 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 one of the core teams at HX, the Air Product Team owns a critical part of the guest experience, enabling us to help our guests reach destinations around the world. The Air Support Specialist is responsible for supporting our front-line sales team members, who will be booking flights via Amadeus, as well as assisting other Air Team member with booking changes, ticketing, and flight operations tasks (e.g., seating). This is a temporary role with a fixed term of 6-month.

Please send us your CV as soon as possible, as interviews are conducted continuously, and the position may be filled before the application deadline.

Key Responsibilities:

- Be a subject matter expert in all Air-related systems, reports, and procedures including GDS (Amadeus), booking systems, payments (IATA BSP/ ARC experience beneficial).

- Issue/refund tickets, manage ADMs/ACMs, apply NEGO/CORP fares and multiple tour codes.

- Resolve complex cases incl. involuntary changes, fare audits, and group bookings.

- Proactively coach and train front-line sales team on flights booking systems to ensure our team can effectively complete customer bookings and understand the design of our air products and our unique value proposition (vs competitors) in these products.

- Complete complex booking changes/ updates that cannot be completed by front-line sales team.

- Support projects related to air operations and services, as needed

- In case of emergency situation, take part on the on call out of hours emergency phone a rotation basis to ensure that the fleet is supported 24/7.

Education and experience required:

- Minimum 3-years' experience in a similar role in the travel industry.

- Strong knowledge of travel operations and logistics, especially with experience in managing travel logistics in remote destinations with limited infrastructure.

- Experience in coaching and/or training teams on flight systems, preferably Amadeus.

- Proficient knowledge of flight booking systems (Amadeus required, Sabre preferred), documentation procedures and other processes

- Excellent knowledge of GDS Systems; Agent Command Pages, Back office & Agency Management functions, Script & Software Development Kits.

- Excellent Industry knowledge and reservation skills for domestic and international reservations to include air, hotel, rail, and ground transportation

- Analytical skills and statistical background

- Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.

Essential Knowledge & Skills

- Fluent English; other languages (German, French) beneficial

- Comfortable learning new software and systems.

- Clear and effective communication with internal and external stakeholders.

- Ability to manage tasks and responsibilities in an ever-changing environment.

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

- Ability to multitask and prioritize work independently, with ability to follow specified working schedule and tasks

- Strategic mindset, but comfortable drilling down into details and data

- Structured and analytical approach to problem-solving and decision-making

- Highly collaborative and a dedicated team player, with ability to collaborate across functions to deliver on business goals

- Clear and effective communication

- Effective and inspirational leadership and collaboration

Key Personal Attributes/behavioural Competencies:

Approach work with an emphasis on attention to detail and accuracy to minimize mistakes.

- Effective & confident communication skills.

- Analytical Thinking.

- Problem Solving Skills.

- Organizational Skills.

- Adaptable and flexible in a changing work environment.

- Relationship building & influencing skills.

- Resilience when working under pressure.

Performance Indicators (metrics, KPIs, qualitative assessments):

Be a role model for HX Spirit.

- Meet Service Level Agreements.

- Quality of Service & Reporting

- KPIs according to Team utilization, Employee satisfaction,

- Flight Service Implementation & improvement

Job Type: Fixed term contract
Contract length: 6 months

Pay: From 30,000.00 per year