Senior Guest Experience Coordinator

Golf Traveller; St Andrews; On-site; GBP 32,000 - 38,000; Full time

Benefits offered by this job

25 days paid holiday

Company-wide bonus eligibility

Quarterly team outings

Training with industry experts

Brand-new laptop

Premium staff uniform

Job summary

Golf Traveller is seeking a Senior Guest Experience Coordinator in St Andrews, Scotland. This role is essential in creating unforgettable luxury travel experiences for discerning golfers. Key responsibilities include managing guest journeys, enhancing itineraries, and ensuring high service quality. Candidates should have at least 2 years in hospitality or travel, be passionate about luxury travel, and possess strong communication and organizational skills. The position offers a competitive salary and additional perks such as training and team outings.

Qualifications

• Experience in the hospitality, travel, and tourism sector - minimum 2 years.
• Strong organizational and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Be the primary point of contact for guests throughout their journey.
• Collaborate with teams to enhance travel experiences.
• Monitor and maintain high service standards.

Skills

Exceptional guest experiences

Customer experience management

Hospitality experience

Communication skills

Organizational skills

Problem-solving skills

CRM systems proficiency

Flexibility

Job description

We craft extraordinary golf travel experiences for the world's most discerning golfers - from elite private clubs and high-net-worth individuals to luxury travel advisors and corporate partners. With offices in London, St Andrews, Ireland, the USA and Singapore, we're redefining what luxury golf travel means.

Our values aren't just words on a wall - they're the foundation of how we work:

Excellence | Passion | Integrity | Ambition | Innovation | Authenticity

We're in our "building year" - investing in the people, systems, and culture that will make us the best company to work for in specialist luxury travel. This is where you come in.

About the Opportunity

As Senior Guest Experience Coordinator, you assume responsibility for all communications from point of sale, guiding our travellers through to their date of travel and improving their journey at each moment along the way. You will ensure a seamless, personalised, and unforgettable experience for all guests.

This role is intentionally positioned as a development pathway within Golf Traveller, offering future progression into Guest Experience Management. You will bridge detailed coordination with visible involvement in the on-the-ground execution of our luxury experiences.

• Guest Journey Management: Be the primary point of contact for guests, ensuring their needs are met from booking to post-trip follow-up.
• Itinerary Enhancement: Collaborate with the Product and Sales teams to enhance travel experiences tailored to guest preferences, with a focus on luxury and attention to detail.
• Quality Assurance: Monitor and maintain high service standards, promptly addressing any challenges that arise during the guest experience.
• Supplier Engagement: Work closely with suppliers to ensure all itinerary elements meet our quality and exclusivity standards.
• Feedback Analysis: Collect and analyse guest feedback to drive continuous improvement and innovation in our offerings.
• Crisis Management: Handle any unexpected changes or emergencies with a calm and proactive approach, ensuring minimal disruption to the guest experience.
• Location: St Andrews, Scotland - plus travel for in person hosting services.
• Hours of work: 40 hours per week (9 a.m. 6 p.m. as core hours but with flexible hours subject to business demands).

What You Can Expect

• A base salary of £32,000 – £38,000, dependent on experience.
• 25 days paid holiday per annum plus 8 public holidays.
• Eligibility for company-wide bonus and incentive schemes.
• Destination training with industry experts.
• A brand-new laptop.
• Quarterly team outings.
• Premium staff uniform (Peter Millar).
• Exposure to international business in a fast-growing company.

About You

We are looking for an enthusiastic and detail-oriented individual who excels in delivering exceptional guest experiences.

Attributes and Qualifications

• A passion for luxury travel is essential.
• Experience in the hospitality, travel and tourism sector alongside customer experience management - minimum 2 years.
• A comprehensive understanding of the golf industry and its language.
• Takes responsibility to enhance service excellence.
• Exceptional time management skills.
• Strong organizational and problem-solving skills, with a keen eye for detail.
• Excellent written and verbal communication skills.
• Proficient in digital tools and CRM systems.
• A professional and engaging telephone manner.
• Willingness to travel when required.
• Self-motivated and ambitious, with a team-oriented approach.
• Flexibility for weekend and out of core hours work.

Please note we do not provide sponsorships to those who require it and will only accept applications from those who have full rights to work in the UK and IDLR status.