Guest Service Coordinator

Responsibilities

• Partner with Travel Consultants to align operational execution with sales efforts
• Coordinate trip elements including excursions, dining, and spa experiences
• Deliver exceptional post-booking guest communication to support service standards
• 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
• Verify all holiday arrangements, supplier bookings, and invoices for accuracy
• Prepare high-quality guest documentation and travel confirmations
• Act as a quality checker to identify discrepancies and potential errors
• Ensure timely collection of outstanding balances

Requirements

• Strong attention to detail with a focus on accuracy and ownership
• Excellent organizational and prioritization skills
• Strong written and verbal communication skills
• Confident and professional telephone manner
• Understanding of luxury service standards and guest expectations
• Previous experience in a customer-facing role (hospitality, airlines, luxury retail, or guest relations)
• Ability to thrive in a fast-paced, deadline-driven environment

Preferred Qualifications

• Passion for luxury travel

Benefits

• Comprehensive paid time off package including vacation, sick, and personal days
• Travel perks and discounts
• Health benefits including medical, dental, vision, and fertility care
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan opportunities
• Global career opportunities within the Flight Centre Travel Group network

About the Company

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations. Founded in 1986, we specialize in curating personalized journeys to the world’s most beautiful destinations, from luxury ski chalets to private safari lodges.