Luxury Travel Concierge | Guest Experience Lead

Scott-Dunn; New York (NY); On-site; USD 37,000 - 40,000; Full time

Benefits offered by this job

Travel perks

Health benefits

401k plan

Diversity & Inclusion

Job summary

Scott Dunn, part of Flight Centre Travel Group, seeks a Guest Service Coordinator in New York, NY. You will support Travel Consultants and elevate every detail of the guest journey from booking through post-trip follow-up, delivering seamless luxury experiences in a fast-paced setting.

Join a team that values meticulous service, high standards, and collaborative problem-solving to exceed guest expectations and maintain exceptional travel experiences for our discerning clients.

Qualifications

• Detail-oriented with ownership and accuracy.
• Thrives in a fast-paced, deadline-driven environment.
• Strong organizational and prioritization skills.
• Excellent written and verbal communication.
• Confident, professional telephone manner.
• Self-motivated with a proactive attitude.
• Works toward team KPIs and targets.
• Understands luxury service standards and guest expectations.
• Experience in customer-facing roles (call center, hospitality, luxury travel).
• Passion for luxury travel is advantageous.

Responsibilities

• Collaborate with Travel Consultants to align operations with sales.
• Coordinate excursions, dining, and spa elements for trips.
• Maintain post-trip guest communication to support KPIs.
• Work with Product Teams on new properties and concierge needs.
• Manage bookings for ancillary services like car hire and transfers.
• Document guest feedback accurately in internal systems.
• Resolve guest concerns following internal processes.
• Ensure service standards meet Net Promoter Score benchmarks.
• Verify holiday arrangements, supplier bookings, and invoices.
• Prepare guest documentation and travel confirmations.
• Act as a quality checker to identify discrepancies.
• Monitor timely collection of outstanding balances.
• Record guest information accurately for Travel Consultants.
• Participate in supplier training and destination familiarization trips.
• Contribute to an inclusive, welcoming work environment.

Skills

Attention to detail

Organization

Communication skills

Telephone manners

Proactive attitude

Team KPI focus

CRM systems

Tools

CRM systems

Job description

Scott Dunn, part of Flight Centre Travel Group, seeks a Guest Service Coordinator in New York, NY. You will support Travel Consultants and elevate every detail of the guest journey from booking through post-trip follow-up, delivering seamless luxury experiences in a fast-paced setting.

Join a team that values meticulous service, high standards, and collaborative problem-solving to exceed guest expectations and maintain exceptional travel experiences for our discerning clients.