Scott Dunn - Guest Service Coordinator - New York, NY

About the role

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.

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