Air Services Concierge

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.