Location: Remote – Philippines
Employment Type: Part-Time
Working Hours:
- Weekdays: within 5:30 PM – 9:00 AM Australian time
- Weekends & Australian Public Holidays: as required
- Hours during standard Australian business hours may be required for operational briefings, debriefings, training, and handovers at mutually agreed times.
About the Role
Our client is seeking an experienced After Hours Coordinator to provide high-level support to guests travelling throughout Australia outside of standard business hours.
The After Hours Coordinator will serve as a key point of contact for travelling guests, providing prompt, professional, and reassuring assistance when support is required. The role involves managing guest requests, travel changes, service disruptions, and urgent situations while coordinating closely with Travel Advisors, suppliers, and the wider travel operations team.
This is a highly guest-focused position suited to someone with strong experience in luxury tourism or travel operations, excellent judgement, and the confidence to manage urgent situations independently.
The successful candidate will be expected to take ownership of guest matters from initial contact through to resolution, while maintaining clear communication, accurate documentation, and seamless handovers to the daytime team.
Key Responsibilities
Guest Support & Communication
- Act as the primary after-hours point of contact for guests travelling throughout Australia via phone and WhatsApp, where applicable.
- Respond promptly and professionally to guest enquiries, requests, and urgent situations.
- Provide calm, reassuring, and solutions-focused assistance, particularly when guests experience unexpected issues or travel disruptions.
- Deliver a high-touch level of service and proactively look for opportunities to go above and beyond for guests.
- Maintain a professional and personable approach across all guest interactions.
Travel Operations & Issue Resolution
- Manage after-hours requests including itinerary amendments, booking changes, operational assistance, and emergency situations.
- Coordinate changes to travel arrangements as required, liaising with accommodation providers, transport operators, tour operators, guides, and other tourism suppliers.
- Proactively manage and resolve travel disruptions that arise outside standard office hours.
- Assess situations independently and determine appropriate solutions while working within established procedures and client requirements.
- Follow matters through to resolution, ensuring guests receive appropriate support and clear communication throughout.
- Escalate complex, sensitive, or unresolved matters to the relevant Travel Advisor or management when required.
Communication & Coordination
- Maintain clear, timely, and accurate communication with guests, Travel Advisors, suppliers, and relevant team members.
- Ensure all relevant parties are kept informed of itinerary changes, actions taken, associated costs, and outstanding requirements.
- Liaise with local tourism suppliers outside standard business hours when necessary to implement changes or resolve guest issues.
- Provide clear and comprehensive handovers to the daytime travel operations team.
- Participate in operational briefings, debriefings, and handovers during mutually agreed standard Australian business hours.
Systems & Administration
- Accurately document all guest interactions, requests, actions taken, and follow-up requirements within the CRM.
- Update booking and itinerary systems to accurately reflect changes made during after-hours support.
- Maintain detailed and accurate records to ensure continuity of service between the after-hours and daytime teams.
- Coordinate payment collection for additional guest services where required, or liaise with the relevant Travel Advisor to facilitate payment processing.
- Ensure all guest matters and outstanding actions are appropriately recorded and handed over.
About You
The successful candidate will have:
- 5+ years of experience in the luxury tourism, travel, or high-end guest services industry.
- Strong experience supporting travellers and managing travel-related requests, changes, or disruptions.
- Excellent verbal and written English communication skills.
- Exceptional customer service and relationship management skills.
- Strong problem-solving skills and sound judgement.
- A high level of confidence managing urgent situations independently.
- A calm, composed, and professional approach when dealing with stressed or distressed travellers.
- Excellent attention to detail and strong organisational skills.
- The ability to take ownership of an issue and see it through to resolution.
- Experience using CRM systems and travel booking or itinerary platforms.
- Strong computer literacy and the ability to work confidently across multiple systems.
- A proactive, solutions-focused approach and a genuine commitment to delivering an exceptional guest experience.
- Flexibility and reliability to work evenings, weekends, and Australian public holidays.
What the Client Is Looking For
The ideal candidate will be someone who can confidently operate independently after hours while maintaining the same level of service expected during standard business hours.
You will be trusted to make sound decisions, manage urgent travel situations, communicate effectively with guests and suppliers, and ensure every matter is properly resolved or handed over to the appropriate team member.
A strong understanding of luxury travel, Australian tourism, guest expectations, and travel operations will be highly valued.
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