Global Guest Experience Coordinator

Aeria Apartments; São Paulo; On-site; BRL 60,000 - 80,000; Full time

Benefits offered by this job

Attractive salary and benefits

Global exposure

Collaborative team environment

Job summary

A global serviced apartment provider in Brazil seeks a Global Guest Experience Coordinator to enhance the guest journey from pre-arrival to check-out. This role demands exceptional customer service and problem-solving skills, working collaboratively with internal teams and external partners. Candidates must have at least 3 years of experience in hospitality and must be fluent in Portuguese and English. Join a dynamic team committed to delivering unparalleled service and comfort for guests.

Qualifications

• Minimum 3 years in guest relations, hospitality, or account management.
• Background in serviced apartments, hotels, or travel services is beneficial.
• Fluency in Portuguese and English is required; Spanish is highly beneficial.

Responsibilities

• Be the main point of contact for guests.
• Guide guests through their journey from pre-arrival to check-out.
• Manage guest issues with empathy and efficiency.
• Collaborate with internal teams and suppliers to ensure smooth services.
• Collect and analyze guest feedback to improve service delivery.

Skills

Communication

Problem-solving

Negotiation

Stakeholder management

Fluent in Portuguese and English

Education

Degree in Hospitality or Business

Tools

CRM systems

Job description

Job Title: Global Guest Experience Coordinator

Department: Guest Experience

Working hours: Shifts range from 6 a.m. to 2 a.m., with 8-hour shifts. You will work 5 days out of 7, including weekends depending on the rota.

Reports To: Head of Global Guest Experience / Global Guest Experience Manager

About Us

QIG is a dynamic group comprising three companies:

• Q Global Network (QGN): A global serviced apartment agency working with suppliers around the world.
• Aeria Apartments: A London-based serviced apartment provider.
• QDK: Q Apartments Denmark, offering stress-free beginnings in and around Copenhagen

Together, we provide premium, fully furnished apartments for business and leisure travellers worldwide. Our mission is to deliver a seamless “home away from home” experience with unparalleled service, comfort, and convenience.

Although this position focuses on QDK, there is close cross-team collaboration across all three companies’ Guest Experience teams, ensuring we share knowledge, best practices, and consistently deliver exceptional service to both guests and suppliers.

Role Overview

The Global Guest Experience Coordinator is responsible for delivering a seamless, high-quality guest journey from pre-arrival to check-out, acting as the main point of contact for guest communication and support. The role combines exceptional customer service with effective problem-solving, ensuring issues are handled quickly, empathetically, and professionally.

Working closely with internal teams (including reservations, sales, operations, supply, and finance) and external partners such as approved suppliers, landlords, and managing agents worldwide, you will coordinate services, manage escalations, and help maintain consistent standards across the guest experience. You will also gather and analyse guest feedback, monitor partner performance, and contribute ideas to continuously improve service delivery—particularly for VIP and corporate accounts where attention to detail and discretion are essential.

Key Responsibilities

Guest Experience

• Be the main point of contact for guests, responding to inquiries by email, phone, and live chat with professionalism and warmth.
• Guide guests through the full journey—from pre-arrival checks to check-out—ensuring they feel supported at every stage.
• Manage guest issues with empathy and efficiency, escalating only when necessary.
• Liaise daily with internal department like reservations, sales and operational team as well as approved suppliers, landlords, and managing agents across the globe to ensure smooth delivery of services.
• Communicate guest feedback and issues to suppliers clearly, ensuring timely action.
• Build and maintain strong, positive relationships with suppliers to foster trust and collaboration.
• Monitor supplier performance and suggest improvements to strengthen our product.

Cross-Functional Collaboration:

• Balance guest needs with operational & supplier capabilities to create win–win outcomes.
• Anticipate challenges and take proactive steps to prevent service gaps.
• Work closely with the reservations, supply, finance and sales teams across different regions to ensure smooth communication and coordination of guest requirements or special requests.

Feedback Collection & Reporting:

• Encourage guests to complete feedback surveys and track satisfaction trends.
• Share insights with internal teams and suppliers to drive ongoing service enhancements.
• Contribute ideas and recommendations for improving the overall guest and supplier experience.
• VIP & Corporate Account Management:
• Handle the needs of high-profile, VIP guests, or corporate accounts, ensuring that all special requirements are met, from booking preferences to additional services.

Qualifications & Competencies

Experience:

• Minimum 3 years in guest relations, hospitality, account management, or supplier coordination.
• Background in serviced apartments, hotels, or travel services beneficial.

Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and negotiation abilities.
• Ability to prioritise and manage multiple stakeholders.
• Proficiency in CRM or guest/supplier management systems.
• Fluency in Portuguese and English required; Spanish highly beneficial.

Personal Attributes:

• Empathetic, approachable, and culturally sensitive.
• Confident in managing expectations for both guests and suppliers.
• Proactive and adaptable in a fast-paced global environment.
• Collaborative team player with a passion for service excellence.

Education:

• Degree in Hospitality, Business, or related field desirable but not essential.

Why Join Us?

• Bridge Role Impact: Play a key part in delivering exceptional experiences by supporting both guests and suppliers.
• Global Exposure: Work with diverse clients and partners across multiple regions.
• Dynamic Culture: Join a friendly, collaborative team where new ideas are celebrated.
• Competitive Package: Attractive salary and benefits.