About This Role

This is a guest-facing email coordination role at a fast-growing luxury travel and concierge company. Day-
to-day, you’ll be the primary link between guests and the hotels and suppliers that make their experiences

exceptional — gathering trip details, communicating guest preferences to hotels, and ensuring every
interaction is warm, accurate, and on-brand. Rate checking is part of the role, but communication is the
core of it. This is not a task-and-log-off role. Full presence, proactive thinking, and genuine ownership are
expected throughout every shift.

KEY RESPONSIBILITIES

Guest & Hotel Email Coordination (Primary)

• Work with guests via email to gather trip information — preferences, special requests, ETAs, and any last-minute
needs.
• Communicate these details to hotels and suppliers ahead of each arrival, ensuring nothing is missed regardless
of whether the client has replied.
• Handle VIP1 & VIP2 pre-arrival touchpoints: confirm arrivals, brief hotels, and follow up with both parties as
needed.
• Maintain a warm, personal, on-brand tone in every message — it should never read like a template.

Rate Checking (Supporting)
• When a booking comes in, verify the guest has the best available rate by checking the hotel’s public website
and/or booking engine — this is confirmation and verification, not proactive deal-hunting.
• Where needed, contact the hotel directly for pricing and information.
• Flag rate discrepancies and document findings accurately — this is investigative, detail-driven work.
• Occasional quoting may be required; when it is, the focus is on retrieving accurate pricing through the right
channels, not finding the cheapest option.

High-Volume Email Management
• Log in, scan the full inbox, triage by urgency, and label before actioning — never work top to bottom.
• Prioritise flagged and time-sensitive items first; process supplier confirmations, replies, and new inquiries
systematically.
• Maintain inbox zero by end of shift — nothing unresolved or unacknowledged.

Hotel & Supplier Outreach
• Email hotels and vendors to confirm bookings, flag special requests, and follow up on outstanding items.
• Where email isn’t getting a response, escalate to a call — but keep most communication via email where
possible.

Shift Handovers & Notion
• Update Notion at the end of every shift with open items, actions taken, and anything the next coordinator needs
to pick up.
• Keep SOPs and task notes current so the team always has visibility.

WHAT WE’RE LOOKING FOR
• Genuine passion for travel — you don’t need a CV full of travel jobs, but you need to actually care about this
space and want to grow in it.
• Thinks on their feet — when something goes sideways, you look for a solution before you escalate.
• Warm, polished written communication — professional but personal, never robotic or templated.
• Attention to detail — you catch what others miss, before it reaches the guest.

• Email triage instinct — you scan, sort, and prioritise; you don’t need to be told what matters most.
• Proactive communicator — if you’re stuck, behind, or unsure, you say so early.
• Comfortable with ambiguity — workflows evolve, and you adapt without needing hand-holding.
• Full commitment — exclusivity required. This role cannot be combined with other employment.

SHIFT & AVAILABILITY
Schedule Hard start and end times — not a task-completion role
Hours 9-hour shift including 1-hour unpaid break (8 productive hours)
Start Time Daytime or evening shift TBD — to be confirmed at offer stage
Weekend At least one weekend day required (e.g. Sun–Thu or Tue–Sat)
Exclusivity No concurrent employment — full focus required from day one

TOOLS & TECHNOLOGY
Email Google Workspace (Gmail, Drive, Docs, Sheets)
Inbox Mgmt Hiver — shared inbox assignments and email tracking
Task / SOPs Notion — team handovers, booking details, client info
AI Drafting Claude — used to support email drafts and workflow efficiency
Security 1Password
Commission Cion — commission tracking (training provided)
Platform experience is not a hard requirement — a genuine willingness to learn matters most. Full onboarding support is
provided.