Air Services Concierge

Where passion meets opportunity

Discover your journey into the extraordinary.

Job Purpose

An exciting opportunity exists for a talented Air Services Concierge to manage guests/travel advisors calls to convert their requests/questions on air arrangements into a journey including flights, according to their needs and Explora Journeys white-glove service and personalized support. As the first point of contact for guests and travel advisors regarding air-related inquiries, this position will deliver seamless air booking support, personalized routing solutions, and expert guidance tailored to individual travel needs.

Key Accountabilities

* Handle air-related inquiries from guests, travel advisors, and internal teams via phone, email, and Salesforce with professionalism;
* Build and manage custom air itineraries using Amadeus GDS, aligned with cruise schedules;
* Maintain accurate records in CRM and reservation systems to ensure guest satisfaction;
* Stay updated on airline alliances, regulations, system enhancements, and luxury service standards;
* Cater to high-tier clients (VIPs, suite-level, world cruise) with complex, personalized travel needs, delivering high-touch service for booking flights, checking schedules, handling documentation (e.g., TSA requirements) and offering tailored routing and travel advice;
* Manage flight upgrades, assistance needs, and preferences (e.g., loyalty programs, seating);
* Refer complex cases to specialists and collaborate with leadership on urgent issues and assist with complex flight quotes or queries not handled by standard tools;
* Help Air Services Operations Managers to identify process improvements to elevate service standards;
* Report issues on Flag air products, tool, and pricing issues in systems and log bookings and modifications per internal protocols and fare rules (published, private, NDC, etc.);
* On request of Air Services Operations Managers, manage emergencies like cancellations or delays, ensuring timely communication.

Qualifications (skills, competencies, experience)

* 4-5 years of experience in air reservations, preferably in luxury travel, hospitality, or the cruise industry;
* Exceptional phone etiquette and written communication skills with fluency in German, English. Any additional language is a plus;
* Proficiency in GDS platforms (Amadeus required); knowledge of Seaware, Salesforce, or similar platforms a plus;
* Knowledge of airline contracts, group space, and cruise-tour logistics;
* Demonstrated ability to handle VIP clientele with poise, confidentiality, and discretion;
* Strong understanding of global air routing, fare types (published, private, net, and NDC), airline policies, and international travel documentation requirements;
* Ability to thrive in a fast-paced, high-touch environment while maintaining empathy and professionalism;
* Strong organizational skills and attention to detail; able to manage multiple requests without compromising service excellence;
* Passion for travel, service, and delivering unforgettable guest experiences;
* A collaborative mindset with a commitment to excellence, innovation, and continuous improvement;
* Willing to work full time on shifting schedules, including weekends, to support global markets and time-zones.

Visa requirements (if any)

* Right to work in Italy.
At Explora Journeys, we are redefining luxury ocean travel - where discovery, well-being, and a deep respect for the seas come together in harmony.
We seek passionate professionals who share our vision of a more immersive, transformative way to discover the world's most inspiring destinations by sea.
Are you ready to turn your passion into something extraordinary? Join us at Explora Journeys, where an ocean of opportunities awaits. Your journey to the Ocean State of Mind starts here