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.