Specialist, Additional Services

About the Role

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

• 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
• 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
• 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
• 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

Benefits

• Travel benefits for employees and their family
• Voyage of Discovery trips for employees to travel as guests
• Health insurance including Medical, Dental, Vision
• 401(k) plan with employer match
• Long-Term Disability, Life & AD&D Insurance
• Flexible Spending Account (FSA) to be used for out-of-pocket medical and dependent care
• Pre-Tax Commuter Benefit
• 7-8 Paid Holidays
• 1 Floating Holiday Option
• Up to 15 days of vacation (pro-rated per anniversary year)
• Parental Leave
• Sick/personal days per city & state ordinance
• Pet Insurance discount

Schedule & Work Location

Hybrid Work Schedule: Positions based in our New York and Seattle offices follow a hybrid work schedule, requiring employees to work in the office Tuesday through Thursday, with the option to work remotely Monday and Friday. Candidates must reside within reasonable commuting distance of their designated office.

Pay

New York: $65,000 - $72,800 annual base salary. Seattle: $31.25-$35 per hour, equivalent to approximately $65,000 - $72,800 annually based on a 40-hour workweek. This position is classified as non-exempt in Washington and is eligible for overtime pay in accordance with applicable law. Bonus target 5%.

Communication Skills

Using the English language, this person must have the ability to read, write, and comprehend policies, legal guidelines, correspondence, and memos. Must also possess the ability to effectively communicate—both in writing and orally—with a professional demeanor.

Physical Demands

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.