Scott Dunn - Guest Service Coordinator - New York, NY

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.

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

• 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 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

• Strong attention to detail with a focus on accuracy and ownership
• 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, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can't miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion : Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

• Paid Time Off: A comprehensive time off package, including up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually.
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Tuition Reimbursement Program
• Employee Share Plan Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.

Location New York, NY

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an hourly pay rate of $27.40. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

Our number one philosophy? Our people. Flight Centre Travel Group USA's promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at View email address on click.appcast.io