Guest Services 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.

To learn more about Scott Dunn, please click HERE

About The Opportunity

The Guest Service role is a guest-facing role and will provide pivotal support across the guest booking journey; supporting delivery of team targets, ensuring our exemplary service standards are met, and adding luxurious finishing touches to our trips. This role requires the individual to be confident in your ability to plan and prioritize workload, whilst being able to adapt to last minute requests and have excellent organization, high attention to detail, communication skills and be able to act on your own initiative.

 All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Key Responsibilities

• To be a core component of the team by dovetailing operational requirements with the Travel Consultant’s sales responsibilities, ensuring efficiency and accuracy
• Organize additional elements for the trip such as excursions, restaurants, spa treatments in conjunction with the Travel Consultant
• Support team KPIs and targets by assisting with guest communication post booking of a luxury trip 
• Liaise with the Product Team on new properties and the concierge requirements. 
• Book ancillary elements such as car hire, room/flight upgrades, transfers and insurance when required 
• Conduct post-trip calls and clearly annotating feedback in our internal database, whilst effectively handling any issues that are raised
• Ensure we deliver a Scott Dunn service which meets the high level of service expected, this is monitored in the after-travel Net Promoter survey. 
• Ensure any complaints are reported and follow our internal process 
• Support the Travel Executive team in confirming all holiday arrangements, supplier bookings/invoices are correct and ensure guest documentation is completed to the highest standard
• Act as a second pair of eyes, spotting discrepancies and areas for possible error
• Ensure a timely collection of balances
• Obtain and accurately record all required information from guests on behalf of the Travel Consultants
• To attend supplier meetings and training to ensure total immersion in the destinations offered, including visiting countries as part of a familiarization trip

Experience & Qualifications

• Attention to detail, ownership of accuracy 
• An ability and desire to work in a fast-paced environment 
• To relish the challenge of working towards targets and team KPIs 
• Ability to work to deadlines and prioritize effectively 
• Understanding of luxury service and guest expectations 
• Self-motivated with a proactive and positive attitude 
• Genuine passion for luxury travel would be beneficial 
• Prior experience in a customer facing role such as a call center, luxury retail environment, guest relations or hospitality/airlines
• Proficient English communication skills (written and oral)  
• Competent telephone manners  

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.

#LI-SC1#SD#LI-Onsite

Location – San Diego, CA

This position is based in our San Diego, Solana Beach Office.

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 $26.44 plus commission/incentive earnings based on achievable targets.

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

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 careers@us.flightcentre.com

🏆 Travel Weekly Magellan Awards: Silver Winner for Accessibility and Inclusivity (2023)
🌟 GBTA WINiT: DEI Leadership Pinnacle Award (2023)
✈️ CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico : Member of the Global Inclusion Index (2023, 2024)
🏅 Newsweek: America’s Greatest Workplaces for Diversity (2024)