Ground Handling Specialist

Where passion meets opportunity

Discover your journey into the extraordinary.

## 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 (three 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 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, and financial oversight. This position will collaborate across departments to ensure operational excellence and seamless guest experiences in ports worldwide.

## Your Impact

1. Ground Operations & Operational Support

- Support the setup and ongoing maintenance of Ground Handling operations, including port manuals, operational procedures, and checklists.
- Supervise embarkation and disembarkation activities in turnaround ports, ensuring seamless coordination between service providers, terminal and onboard departments.
- Liaise with local Ground Handlers and monitor service quality standards during turnaround operations.
- Conduct port inspections as required to assess service delivery.
- Monitor Medallia feedback and guest satisfaction results, identifying trends and implementing continuous improvement initiatives to enhance the guest experience.
- Provide weekend and out-of-hours operational support, ensuring timely resolution of issues and continuity of service during emergencies.

2.  Supplier Management & Turnaround Preparation

- Act as the primary point of contact for all assigned Asian ports, ensuring operational readiness and compliance with Explora Journeys standards.
- Lead turnaround preparation activities for all Asian turnaround ports, coordinating closely with local Ground Handlers, port agents, terminal operators, onboard teams, and Port Operations.
- Ensure all operational requirements, services, documentation, staffing plans, and contingency arrangements are in place ahead of each turnaround.
- Maintain strong relationships with local suppliers and service providers, driving service excellence and continuous improvement.
- Ensure service requests comply with approved budgets and cost-control guidelines.
- Monitor and analyze operational costs, maintaining a strong understanding of financial commitments and supporting the achievement of departmental KPIs.

- Support the onboarding, training, and performance monitoring of Ground Handling suppliers across the region.

3. Systems & Reporting

- Monitor all incoming Salesforce inquiries, ensuring each case is reviewed and operational support is provided within 48 hours.
- Provide accurate and timely information to Ambassadors, guests, and internal stakeholders, ensuring a high standard of service and responsiveness.
- Maintain data accuracy across operational systems and support the correct setup of Ground Handling services and products.
- Support the testing, validation, and implementation of new processes, system enhancements, and operational improvements.
- Produce and maintain operational documentation, reports, and trackers as required to support business needs.
- Identify recurring issues and opportunities for process improvement, escalating and following up where necessary.

4. Training & Knowledge Sharing

- Develop and deliver training materials for internal teams and local partners, ensuring a strong understanding of Ground Handling services, systems, procedures, and operational standards.
- Collaborate closely with the EEC Team, providing regular training sessions, updates, and guidance.
- Ensure all stakeholders remain informed, aligned, and knowledgeable about departmental services, processes, and guest experience standards.
- Support knowledge-sharing initiatives and contribute to the continuous development of operational best practices.

## Your Journey so far

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 and Seaware.
- 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
- This role is based in Manila Office

## Your Essentials

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.