Email Coordinator

Job description

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. Why Join Assist World? 100% REMOTE $50 birthday bonus $200 testimonial bonus $500 entry monthly raffle NO TRACKER. NO PROBLEM 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 everyinteraction is warm, accurate, and on-brand. Rate checking is part of the role, but communication is thecore of it. This is not a task-and-log-off role. Full presence, proactive thinking, and genuine ownership areexpected 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-minuteneeds.• Communicate these details to hotels and suppliers ahead of each arrival, ensuring nothing is missed regardlessof whether the client has replied.• Handle VIP1 & VIP2 pre-arrival touchpoints: confirm arrivals, brief hotels, and follow up with both parties asneeded.• 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 websiteand/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 rightchannels, 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 inquiriessystematically.• 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 wherepossible. Shift Handovers & Notion• Update Notion at the end of every shift with open items, actions taken, and anything the next coordinator needsto 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 thisspace 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 & AVAILABILITYSchedule Hard start and end times — not a task-completion roleHours 9-hour shift including 1-hour unpaid break (8 productive hours)Start Time Daytime or evening shift TBD — to be confirmed at offer stageWeekend At least one weekend day required (e.g. Sun–Thu or Tue–Sat)Exclusivity No concurrent employment — full focus required from day one TOOLS & TECHNOLOGYEmail Google Workspace (Gmail, Drive, Docs, Sheets)Inbox Mgmt Hiver — shared inbox assignments and email trackingTask / SOPs Notion — team handovers, booking details, client infoAI Drafting Claude — used to support email drafts and workflow efficiencySecurity 1PasswordCommission Cion — commission tracking (training provided)Platform experience is not a hard requirement — a genuine willingness to learn matters most. Full onboarding support isprovided.