Luxury Travel Guest Services Coordinator

Flight Centre Travel Group; New York (NY); On-site; USD 75,768,000 - 82,656,000; Full time

Benefits offered by this job

Travel perks/discounts

Health & Wellness Programs

401k with company match

Paid time off

Job summary

Flight Centre Travel Group USA in New York, NY seeks a Guest Service Coordinator to join our luxury travel team. This role blends operational precision with personalized service, supporting Travel Consultants and elevating every detail from booking to post-trip follow‑up.

You will manage supplier bookings, excursions, transfers, and documentation while upholding exceptional service standards, aiming to drive guest satisfaction and loyalty.

Qualifications

• Strong attention to detail with ownership.
• Ability to work 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 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.

Responsibilities

• Partner closely with Travel Consultants to align operational execution with sales efforts, ensuring efficiency and accuracy.
• 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 elevate 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

Skills

Attention to detail

Fast-paced

Organizational skills

Communication

Telephone manner

Self-motivation

KPI mindset

Luxury service

Customer facing

Passion for travel

Job description

Flight Centre Travel Group USA in New York, NY seeks a Guest Service Coordinator to join our luxury travel team. This role blends operational precision with personalized service, supporting Travel Consultants and elevating every detail from booking to post-trip follow‑up.

You will manage supplier bookings, excursions, transfers, and documentation while upholding exceptional service standards, aiming to drive guest satisfaction and loyalty.