Ground Handling Specialist

Job 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 Ground Handling Specialist to join our newly created luxury travel brand Explora Journeys. The Ground Handling Specialist will play a key role in supporting and optimizing our ground operations, including turnaround coordination, pre- and post-journey services, vendor management, financial oversight, and product development. This position will collaborate across departments to ensure operational excellence and seamless guest experiences in ports worldwide.

Key Accountabilities

1. Ground Operations & Operational Support
•    Assist in setting up and maintaining Ground Handling operations, including SOPs, port manuals, and operational checklists.
•    Supervise embarkation and disembarkation processes in turnaround ports, ensuring smooth coordination between terminal teams, service providers, and onboard teams.
•    Liaise with on-site Ground Handlers and monitor quality standards during turnaround days. 
•    Conduct port inspections when necessary. 
•    Lead and contribute to projects focused on enhancing the overall guest experience, from concept through implementation.
•    Monitor Medallia feedback and NPS results, identifying trends and driving continuous improvements to enhance guest satisfaction.
•    Prepare and attend events, ensuring all logistics (including meet & greet and transfers) are seamlessly coordinated and executed.
•    Provide weekend and out-of-hours support for operational emergencies, ensuring timely resolution and continuity of service.

2. Product Development, Pricing & Supplier Management
•    Lead benchmarking activities across ports and service providers to ensure competitive and high-quality offerings.
•    Manage and execute the full bidding process, including supplier evaluation, negotiations, and selection.
•    Build and structure pricing models, ensuring alignment with commercial strategy and margin targets.
•    Oversee the full product lifecycle from initial concept and costing through to launch, ensuring operational readiness.
•    Ensure all service requests align with budgetary guidelines, maintaining cost efficiency across ports and operations.
•    Maintain a deep understanding of financial commitments by continuously monitoring and analyzing costs to support accurate budgeting, forecasting, and reporting.

3. Systems & Reporting
•    Keep Seaware, Otalio, GLAM, Salsify, and related systems up to date, ensuring all product codes, pricing, and content are accurate and current.
•    Collaborate to create new operational reports.
•    Monitor all new Salesforce inquiries, ensuring each case is reviewed and operational support is provided within 48 hours, delivering timely and accurate information to meet ambassadors and guests needs.
•    Ensure IT initiatives are followed through and delivered within agreed timelines, maintaining accountability across stakeholders.

4. Training
•    Prepare and deliver system training materials for internal teams and local partners, ensuring they have a thorough understanding of our department, services, and operational standards.
•    Execute turnaround preparations in close collaboration with local partners, ships, and the Port Operations team, ensuring smooth and coordinated operations.
•    Collaborate with the EEC Assist Team, VIP Team, and all EEC Ambassadors, providing ongoing training and updates to ensure thorough understanding of our department, services, and standards, keeping all ambassadors fully informed and aligned.

Qualifications

Education & Experience
•    Bachelor’s degree in hospitality, tourism, business, or a related field.
•    Minimum of 5 years of experience in a similar role within cruise, hospitality, or ground operations.
•    Proven experience in turnaround logistics, vendor management, and cost control.

Skills & Knowledge
•    Strong understanding of terminal and logistical operations for large-scale guest movements.
•    Financial acumen, including basic budgeting and invoice reconciliation.
•    Proficient in Microsoft Office (Excel, PowerPoint) and operational systems such as Salesforce, Seaware, GLAM, or SAP.
•    Excellent communication skills.
•    Analytical and detail-oriented, with strong organizational abilities.
•    Team player with a solution-oriented mindset and ability to meet deadlines.
•    Fluency in English; additional languages are an advantage.
•    Willingness to travel internationally.

VISA Requirements

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.