Hotel & Ground Services Specialist

Job Summary

About the Role

Responsibilities

• Supports shoreside operational aspects of the passenger journey, including airport, hotel, and pier activities
• Aids in the coordination and execution of hotel and ground service components during turnaround operations
• Applies established turnaround procedures to support consistent and reliable operations
• Responds immediately to internal requests for hotel or ground services that fall outside standard offerings, sourcing solutions beyond what is readily available in the system
• Serves as a resource by sharing accurate product and operational information with internal teams, including global sales
• Supports pre-planning activities for hotel and ground services, including availability checks, data gathering, and documentation
• Aids in the sourcing, negotiating, and contracting process for hotels and ground transportation providers
• Maintains product setup, inventory accuracy, and updates within reservation systems
• Assists in scouting, sourcing, and maintaining relationships with tour operators and Destination Management Companies (DMCs)
• Supports communication of the company’s mission, service standards, and quality expectations to external partners
• Helps ensure partner services align with established operational and quality benchmarks
• Performs daily operational tasks related to hotel and ground service products, including fulfilling special requests
• Supports projects and assists with real-time operational issues or emergencies as needed
• Escalates issues appropriately and supports resolution efforts alongside senior team members
• Aids in the coordination and delivery of operational and contingency plan information to external partners
• Supports training efforts to ensure partners understand turnaround procedures and service expectations
• Helps monitor adherence to established operational guidelines at turnaround ports

Requirements

• Strong interest in travel operations, logistics, and guest experience
• Solid understanding of geography and global travel concepts
• Highly organized with attention to detail and strong time-management skills
• Working knowledge of Microsoft Office applications
• Ability to work collaboratively in a team environment
• Willingness to learn operational systems, procedures, and industry best practices
• Adaptable and able to support operations during time-sensitive or high-volume periods
• Proactive problem-solving mindset and ability to respond quickly to ad-hoc service requests

Qualifications

• BS/BA or equivalent professional experience in travel industry
• Multi-lingual preferred
• Experience: 2+ years of experience in a similar position or logistical role
• Experience in travel operations, logistics, or hospitality management