The Role
The Specialist manages guest service requests for additional cruise services, ensuring effective vendor communication and inventory management for seamless guest experiences.
Summary Generated by Built In
WHO WE ARE
Lindblad Expeditions is a true pioneer in Expedition Travel. From taking the first citizen explorers to Antarctica in 1966, opening the Galapagos and Easter Island to tourism in 1967, leading the first tourist expedition through the Northwest Passage in 1984, and launching our innovative partnership with National Geographic in 2004, we're now taking almost 30,000 guests a year to some of the world’s most remote and pristine locations on our fleet of 23 ships, and are committed to ensuring our guests experience the “Exhilaration of Discovery”.
JOB SUMMARY
Join us as our Specialist, Additional Services (SAS), where you'll be essential in crafting unforgettable guest experiences. In this dynamic role, you’ll manage and confirm guest requests for additional cruise services, ensuring every detail is executed flawlessly. Collaborating closely with vendors and internal teams, the SAS will ensure timely communication, accurate reporting, and efficient inventory management.
The ideal candidate is highly organized, detail-oriented, and passionate about providing exceptional support to guests and travel advisors. If you thrive in a fast-paced environment and are dedicated to creating extraordinary experiences, this is the perfect opportunity for you.
ESSENTIAL DUTIES
To perform this job successfully, the employee must be able to perform each essential duty satisfactorily on determined timelines. Additional duties may be added or assigned at any time. Duties listed below are in the context of the pre/post voyage portion of the expeditions.
INVENTORY MANAGEMENT
- Manage contract terms related to attrition, cancellations, and inventory release directly with vendors, and mitigating financial exposure to the organization.
- Monitor and action guest waitlists for additional services in priority order, based on established guidelines.
- Process and confirm guest requests for additional services (e.g., hotel stays, internal air arrangements, upgrades) in a timely manner.
VENDOR & INTERNAL COMMUNICATIONS
- Serve as a primary liaison between Additional Services team and external vendors via a shared email inbox, managing requests for upgrades, service cancellations, and inventory modifications.
- Coordinate with internal departments via shared and personal email to facilitate guest service requests in a timely manner.
- Maintain and regularly update assigned Knowledgebase documentation related to hotel and air procedures, ensuring accuracy and usability across teams.
MANIFESTS & MISC.
- Generate, review, and distribute detailed manifests, including arrival, departure, hotel rooming lists and air service manifests, to vendors and internal field partners in a timely and error-free manner.
- Collaborate with Seaware Analysts, Pre/Post Product Managers and Voyage Project Managers to implement programming changes in Seaware, ensuring that guest records reflect accurate programing and any newly added services.
MINIMUM REQUIREMENTS
- Experience in Inventory Management:
- Proven ability to manage contract terms related to attrition, cancellations, and inventory release with vendors.
- Experience in monitoring guest waitlists and processing service requests in a timely manner
- Vendor & Internal Communications:
- Ability to serve as a liaison between teams and external vendors, effectively managing requests for upgrades, service cancellations, and inventory modifications.
- Proficient in coordinating with internal departments to facilitate guest service requests in a timely manner
- Excellent written and verbal communication skills, with the ability to manage multiple stakeholders effectively.
- Documentation Skills:
- Experience in maintaining and updating Knowledgebase documentation related to hotel and air procedures for accuracy and usability.
- Manifest Management:
- Ability to generate, review, and distribute detailed manifests, including hotel rooming lists and air service manifests, accurately and in a timely manner.
- Collaboration Skills:
- Experience collaborating with analysts and project managers to implement programming changes, ensuring guest records are accurate.
- Problem-Solving Abilities:
- Ability to troubleshoot issues related to inventory and guest services, demonstrating proactive problem-solving skills.
- Attention to Detail:
- Strong attention to detail in managing manifests and documentation, ensuring error-free distribution and reporting.
PREFERRED QUALIFICATIONS
- Industry Knowledge:
- Familiarity with the travel or hospitality industry, particularly in relation to cruise or expedition services.
- Technical Proficiency:
- Experience with inventory management systems or software, particularly Seaware.
PHYSICAL REQUIREMENTS
While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee will also be required to write and type. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Ability to and willingness to travel.
DISCLAIMER STATEMENT
This job description is intended only to describe the general nature and level of work being performed by an incumbent in this position. It is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills or abilities required of persons so classified or assigned.
Top Skills
Seaware
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The Company
What We Do
In 1958 Lars-Eric Lindblad, considered the father of eco travel, founded Lindblad Travel and pioneered the first non-scientific expeditions to Antarctica (1966) and Galápagos (1967), subsequently opening the Amazon, Papua New Guinea, China, Bhutan, and more to curious, respectful travelers. In 1979, his son Sven-Olof Lindblad founded Special Expeditions, eventually re-named Lindblad Expeditions, specializing in ship-based expedition travel.
In 2004 Lindblad Expeditions forged an unprecedented alliance with National Geographic with a joint mission “to inspire people to explore and care about the planet through expedition travel.”
Today the company operates a fleet of 10 ships, including the 148-guest National Geographic Explorer, the world’s ultimate expedition ship, and the 106-guest National Geographic Orion, the newest ship in the Lindblad-National Geographic fleet. All ships sail equipped with sophisticated exploration tools, to provide unique, immersive experiences in the planet’s capitals of wildness and culture. Our expedition ships regularly explore Galápagos, Antarctica, Alaska, Arctic Norway, Baja California, Costa Rica and Panama, Europe, the Baltics, Vietnam and Cambodia, and more.
