Scott Dunn - Guest Service Coordinator - New York, NY

About the role

Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel operator dedicated to creating unforgettable, tailor-made vacations for our guests. 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.

Key Responsibilities

• Partner closely with Travel Consultants to align operational execution with sales efforts, ensuring efficiency and accuracy
• Cook up additional trip elements including excursions, dining, and spa experiences
• Elevate every detail of the guest journey from booking through post-trip follow-up
• 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
• 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
• Timely collect 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
• 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

Work Perks!

• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering
• 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
• 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
• Give 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

• 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
• 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

Location

New York, NY

Pay

Hourly pay rate of $27.40. Hourly rate is dependent on relevant factors, including experience, geographic location, and job requirements.