San Diego Team - Guest Services Coordinator

Job Description

Posted Thursday 11 December 2025 at 01:00

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.

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…