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About the Role

Join our team as a Guest Service Coordinator where you’ll play a vital role in delivering exceptional, end-to-end travel experiences. This is a dynamic, guest-facing position that blends operational precision with personalized service. You’ll support Travel Consultants while elevating every detail of the guest journey from booking through post-trip follow-up. If you thrive in a fast-paced environment and love creating seamless, luxury experiences, this role is for you.

Responsibilities

Partner closely with Travel Consultants to align operational execution with sales efforts, ensuring efficiency and accuracy
Coordinate additional trip elements including excursions, dining, and spa experiences
Deliver exceptional post-booking guest communication to support team KPIs and overall service standards
Collaborate with Product Teams on new properties and concierge requirements
Manage bookings for ancillary services such as car hire, upgrades, transfers, and insurance
Conduct post-trip calls and accurately document guest feedback in internal systems
Resolve guest concerns and escalate complaints following internal processes
Ensure a consistently high standard of service aligned with Net Promoter Score benchmarks
Verify all holiday arrangements, supplier bookings, and invoices for accuracy
Prepare high-quality guest documentation and travel confirmations
Act as a quality checker, identifying discrepancies and potential errors
Ensure timely collection of outstanding balances
Gather and accurately record all required guest information on behalf of Travel Consultants
Participate in supplier training, meetings, and destination familiarization trips
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Requirements

Strong attention to detail with a focus on accuracy and ownership
Ability to thrive in a fast-paced, deadline-driven environment
Excellent organizational and prioritization skills
Strong written and verbal communication skills
Confident and professional telephone manner
Self-motivated with a proactive and positive attitude
Ability to work toward team Key Performance Indicators (KPIs) and performance targets
Understanding of luxury service standards and guest expectations
Previous experience in a customer-facing role (call center, hospitality, airlines, luxury retail, or guest relations)
Passion for luxury travel is advantageous

Skills

Customer Service
Communication
Organization
Attention to Detail
Problem Solving

Location

New York, NY

Work Type

Onsite

Experience Level

Not Specified

Education Level

Not Specified

Salary/Compensations

$27.40 per hour

Benefits

Paid Time Off (up to 15 vacation days, increasing to 20 after 2 years, 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, 8 holidays)
Travel perks/discounts
Health & Wellness Programs
Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits (medical, dental, vision, gender affirming care, fertility care)
Insurance (hospital indemnity, AD&D, critical illness, long-term and short-term disability)
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan
Global career opportunities

About the Company

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations for guests.
Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable service, insider knowledge, and unique travel insights.
The team of experts shares a deep love for travel and a commitment to exceeding guest expectations.
FCTG is renowned internationally for having amazing perks and an even better culture.
FCTG offers genuine opportunities for people to grow and evolve.
FCTG is strongly committed to supporting every single employee in their professional and personal development.
FCTG's Corporate Social Responsibility program supports nominated charities through volunteering and fundraising.
FCTG has LEED® Gold-certified office spaces.

Equal Opportunity

Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all employees.
We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process.
We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible.