Scott Dunn - Guest Service Coordinator - New York, NY
Flight Centre Travel GroupAbout the role
Guest Service Coordinator
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.
To learn more about Scott Dunn, please click HERE
About The Opportunity
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.
Key Responsibilities
• 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
Experience & Qualifications
• 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
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, an
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