Job Description
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.
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
Skills & Requirements
Requirements:
- Fluency in written and spoken English and Chinese is required. Mandarin, Cantonese, Japanese and Korean language skills are beneficial but not required.
- Experience supporting guests and travel partners across Asia, delivering culturally aware service to a diverse guest base.
- Familiarity with WeChat, LINE, and WhatsApp is preferred, with strong written communication skills and the ability to manage communications across multiple channels.
- 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 in a multi-national organisation with a global guest mix.
Key Personal Attributes/Behavioural 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.
Work Environment
This is a remote position and may require some travel. Candidate must reside and be eligible to work in Australia. Candidate must be able to maintain working hours aligned with the Taipei/Beijing time zone to effectively support regional operations and business needs.
Benefits
HX provides a benefits package which includes competitive compensation, additional superannuation contribution, EAP, familiarization trips, excellent employee discounts, and more!
Great Place to Work
