Specialist, Additional Services

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

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

• Generate, review, and distribute detailed manifests, including hotel rooming lists and air service manifests, to vendors and internal field partners in a timely and error-free manner.

Misc.

• 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 QUALIFICATIONS

• 3+ years of experience in travel, hospitality, guest services, reservations, inventory management, or a related operational role.
• Experience managing time-sensitive guest or customer requests involving reservations, inventory, upgrades, cancellations, or service changes.
• Experience working directly with external vendors and internal stakeholders to coordinate services and resolve operational issues.
• Demonstrated ability to manage inventory commitments, deadlines, cancellations, and/or contractual terms while minimizing financial or operational exposure.
• Experience preparing and reviewing detailed operational reports, manifests, rooming lists, reservations, or similar documentation where accuracy is critical.
• Strong organizational and prioritization skills with the ability to manage multiple requests, deadlines, and stakeholders simultaneously.
• Excellent written and verbal communication skills, including professional communication with guests, travel advisors, vendors, and internal teams.
• Strong attention to detail and demonstrated ability to identify discrepancies and resolve issues before they impact the customer experience.
• Proficiency with Microsoft Office, including Excel and Outlook, and demonstrated ability to learn reservation, inventory, or operational systems.
• Ability to work independently while collaborating effectively within a cross-functional team.

PREFERRED QUALIFICATIONS

• Experience within the cruise, expedition travel, tour operations, hotel, airline, or luxury travel industry.
• Experience coordinating pre/post travel arrangements, hotel accommodations, air services, transfers, or other ancillary travel products.
• Experience with Seaware or a comparable cruise reservation/inventory management platform.
• Familiarity with vendor contracts, including attrition, cancellation terms, inventory release dates, and service-level requirements.
• Experience maintaining SOPs, knowledgebase materials, or other operational documentation.
• Experience working in a high-volume environment with changing priorities and time-sensitive guest needs.