Email Coordinator

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 ...