Guest Services Coordinator - San Diego, CA

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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 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 familiarisation trip

• 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 prioritise 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 centre, luxury retail environment, guest relations or hospitality/airlines
• Proficient English communication skills (written and oral)
• Competent telephone manners

• 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…