Scott Dunn - Guest Service Coordinator - Solana Beach, CA

Flight Centre • California, CA

5d • Onsite

About The Position

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.

Requirements

• 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)

Nice To Haves

• 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 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

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed