Hotel & Ground Services Specialist

Job description

Job Description: Job Summary Responsible for supporting shoreside operations related to the passenger airport, hotel, and pier experience. This role focuses on assisting with turnaround operations, hotel and ground service programs, and partner coordination, while supporting internal teams and external providers to ensure smooth operational execution. Essential Job Duties Turnaround & Shoreside Operations Supports shoreside operational aspects of the passenger journey, including airport, hotel, and pier activities Assists with 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 Operational Knowledge & Best Practices Maintains knowledge of industry best practices related to turnaround operations and shoreside services Identifies operational efficiencies and competitive service opportunities under guidance from senior team members Serves as a resource by sharing accurate product and operational information with internal teams, including global sales Planning, Sourcing & System Support Supports pre-planning activities for hotel and ground services, including availability checks, data gathering, and documentation Assists with the sourcing, negotiating, and contracting process for hotels and ground transportation providers Helps maintain product setup, inventory accuracy, and updates within reservation systems Partner & Vendor Support 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 Daily Operations & Issue Support 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 Training & Operational Readiness Assists with 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 Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice. Competency Education: BS/BA or equivalent professional experience in travel industry Multilingual preferred Experience: 2+ years of experience in a similar position or logistical role. Experience in travel operations, logistics, or hospitality management. Skills/Qualifications: 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 Work Environment Works in a typical office environment with quiet-to-moderate noise generated by computer printer, fax machine and light traffic. Evening and weekend hours may be required often. Approximately 20% domestic/international travel may be required. Physical Demands Requires sitting, standing, walking, bending, and reaching. May require lifting or pushing up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, the telephone, and other office equipment. Expected Hours of Work Nonexempt: The position is full-time working from Monday – Friday from 9:00 AM to 6:00 PM. Occasional need for Overtime may be required. #LI-Hybrid EEO Statement Abercrombie & Kent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.