Air Services Concierge (m/w/x)

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

Explora Journeys is a vibrant, cosmopolitan, European luxury brand, imagined in the heart of Swiss hospitality in Geneva. Leveraging our parent company MSC Group’s hundreds of years of maritime expertise, our fleet of six luxury ships (four currently in the pipeline) are being built and designed in a totally different and unique way that will transform and redefine the cruise experience, creating a category of its own, appealing to the next generation of luxury travellers. 

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.

This role is fulltime, based in the office out of our Explora Experience Center based in Munich.

Your Impact

Sell:

• Serve as a primary point of contact for air-related inquiries from guests, travel advisors, and internal partners via phone, email and Salesforce with professionalism, and discretion.
• Create, confirm, and manage customized air itineraries using GDS systems (Amadeus), in alignment with Journey embarkation and disembarkation schedules.
• Maintain meticulous records within CRM and reservation systems, ensuring consistency, data accuracy, and guest satisfaction.
• Participate in continuous training to stay current on airline alliances, global entry regulations, GDS enhancements, and luxury service protocols.
• Assist with VIP guests, suite-level travelers, and world cruise clients requiring elevated attention and multi-segment planning.

Service:

• Effectively provide a high level, personalized level of service to the Explora Experience Centre, travel advisors and guests by assisting with air bookings, flight information (Schedules, airports, airlines, aircraft, tkt number, PNR, Pre-flight information required by authorities such as TSA req. from US, …)
• Provide personalized routing solutions and expert guidance tailored to individual travel needs
• Provide excellent service on flight upgrades, special assistance requests, and personalized preferences including airline loyalty programs and seating arrangements.
• Escalate to Air Services Specialists on most complex cases
• Escalate urgent issues when appropriate and work collaboratively with leadership and airline partners to resolve complex situations swiftly.

Support:

• Support to Ambassadors in managing guest and travel partner requests related to flights and on complex quotes/questions unavailable in reservation tool, and business initiatives of the air programs/promotions
• Support to Air Services Operations Managers on the identification of potential areas of improvements / criticalities in front-end processes to ensure the highest service level
• Report issues with air products set up, tools and pricing on reservation systems.
• Report accurately air bookings and modifications to ensure proper monitoring, quality controls, ticketing and servicing.
• Document air arrangements in line with internal processes and fare rules, including published, private, NDC and other cruise-specific contracted fares.
• On specific request of Air Services Operations Managers, act on air emergencies that may come up relating to schedule changes, cancellations, weather delays, ship delays, ship cancellation, guest repatriations, etc. and offer proactive communication and updates.

Your Journey so far

• 10+ years of experience in air reservations, preferably in luxury travel, hospitality, or the cruise industry.
• Proficiency in GDS platforms (Amadeus required); knowledge of Seaware, Salesforce, or similar platforms a plus.
• Exceptional phone etiquette and written communication skills with fluency in English; additional languages such as German, Spanish, French, or Italian highly desirable.
• 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.
• Prior experience working for or supporting a luxury cruise line or premium travel brand.
• Knowledge of airline contracts, group space, and cruise-tour logistics is a plus.
• Comfortable working across multiple systems, and platforms simultaneously.
• A collaborative mindset with a commitment to excellence, innovation, and continuous improvement.

Your Essentials

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.