Specialist, Additional Services

Required Skills & Experience

3+ years of experience in travel, hospitality, guest services, reservations, inventory management, or a related operations role Experience handling time-sensitive reservations, inventory, upgrades, cancellations, and service changes Direct experience coordinating with external vendors and internal stakeholders Experience managing inventory commitments, deadlines, cancellations, and/or contractual terms while minimizing financial or operational exposure Experience creating and reviewing accuracy-critical operational documentation such as manifests, rooming lists, reservations, or reports Strong organization and prioritization skills with the ability to manage multiple requests, deadlines, and stakeholders Excellent written and verbal communication with guests, travel advisors, vendors, and internal teams Strong attention to detail with the ability to identify discrepancies and resolve issues before they affect customers Proficiency with Microsoft Office, particularly Excel and Outlook Ability to learn reservation, inventory, and operational systems Ability to work independently while collaborating across teams

Nice to Have Skills & Experience

Cruise, expedition travel, tour operations, hotel, airline, or luxury travel industry experience Experience coordinating pre/post travel arrangements, hotel accommodations, air services, transfers, or other ancillary travel products Seaware experience or experience with a comparable cruise reservation/inventory platform Familiarity with vendor contracts, including attrition, cancellations, inventory release dates, and service-level requirements Experience maintaining SOPs, knowledgebase materials, or operational documentation Experience working in a high-volume, fast-changing environment with time-sensitive guest needs

Job Description

Insight Global is seeking a Specialist, Additional Services (SAS) for a top travel and hospitality client. This individual will play a critical role in delivering exceptional guest experiences by coordinating and confirming additional cruise services such as hotel accommodations, air arrangements, upgrades, and other ancillary travel products. The SAS will manage time-sensitive guest requests, vendor inventory and contractual commitments, waitlists, and detailed operational manifests while working closely with external vendors and cross-functional internal teams. The ideal candidate brings 3+ years of relevant travel, hospitality, reservations, inventory, or guest services experience and is exceptionally organized, detail-oriented, and comfortable balancing multiple priorities in a fast-paced environment.

Day-to-Day:

Manage vendor contract terms related to attrition, cancellations, and inventory release while helping minimize financial exposure Monitor and action guest waitlists in priority order according to established guidelines Process and confirm additional guest services, including hotel stays, internal air arrangements, and upgrades Serve as a primary liaison between the Additional Services team and external vendors Manage vendor requests involving upgrades, cancellations, and inventory changes through a shared inbox Coordinate with internal departments to complete guest service requests quickly and accurately Maintain and update knowledgebase documentation covering hotel and air procedures Generate, review, and distribute hotel rooming lists, air service manifests, and other detailed manifests Ensure operational documentation is timely and error-free Partner with Seaware Analysts, Pre/Post Product Managers, and Voyage Project Managers on Seaware programming changes Ensure guest records accurately reflect programming and newly added services