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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
- Must have been with the company or current role for a minimum of 6 - 12 months and notify your leader prior to applying
Skills
- Luxury service standards
- Guest relations
- Communication
- Organization
- Prioritization
- Attention to detail
Location
- New York, NY
Work Type
- Onsite
Experience Level
- 6-12 months in current role (internal applicants)
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, and 8 recognized holidays annually
- Travel perks/discounts
- Health & Wellness Programs
- Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including medical, dental, vision, gender affirming care, and fertility care
- Insurance including 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 – Ability to purchase company stock with partial company match
- 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 our guests.
- With a global presence and a passion for crafting exceptional experiences, we specialize in curating personalized journeys to the world’s most beautiful destinations.
- Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable service, insider knowledge, and unique travel insights, setting the benchmark for luxury travel.
- Our team of experts shares a deep love for travel and a commitment to exceeding guest expectations.
- From luxury ski chalets in the Alps to private safari lodges in Africa, Scott Dunn ensures every detail is taken care of, allowing our guests to fully immerse themselves in the adventure of a lifetime.
Equal Opportunity
- Our number one philosophy? Our people. Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our 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. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com.