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 — 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 — commis