Global Guest Experience Coordinator

Job Title: Global Guest Experience CoordinatorLocation: Remote – Sao Paulo, BrazilDepartment: Guest ExperienceReports To: Head of Global Guest Experience / Global Guest Experience ManagerAbout UsQIG is a dynamic group comprising three companies:- Q Global Network (QGN): A global serviced apartment agency working with suppliers around the world.- Aeria Apartments: A London-based serviced apartment provider.- QDK: A Copenhagen-based serviced apartment provider.Together, we provide premium, fully furnished apartments for business and leisure travellers worldwide. Our mission is to deliver a seamless “home away from home” experience with unparalleled service, comfort, and convenience.Although this position focuses on QGN, there is close cross-team collaboration across all three companies’ Guest Experience teams, ensuring we share knowledge, best practices, and consistently deliver exceptional service to both guests and suppliers.Role OverviewThe Global Guest Experience Coordinator acts as the vital link between our valued guests and our network of global suppliers. Your role is to ensure that guests enjoy an exceptional stay while suppliers are supported to deliver consistently high-quality service.Based remotely in Brazil, you will support guest experiences and supplier relationships across colleagues and partners worldwide. This position requires strong relationship-building skills, cultural sensitivity, and the ability to anticipate needs on both sides of the partnership.Key ResponsibilitiesGuest Experience- Be the main point of contact for guests, responding to inquiries by email, phone, and live chat with professionalism and warmth.- Guide guests through the full journey—from pre-arrival checks to check-out—ensuring they feel supported at every stage.- Manage guest issues with empathy and efficiency, escalating only when necessary.Complaint Resolution & Escalation Management:- Liaise daily with approved suppliers, landlords, and managing agents across the globe to ensure smooth delivery of services.- Communicate guest feedback and issues to suppliers clearly, ensuring timely action.- Build and maintain strong, positive relationships with suppliers to foster trust and collaboration.- Monitor supplier performance and suggest improvements to strengthen our global network.Cross-Functional Collaboration:- Balance guest needs with supplier capabilities to create win–win outcomes.- Anticipate challenges and take proactive steps to prevent service gaps.- Represent QIG as a supportive partner to both sides, ensuring everyone feels heard and valued.- Work closely with the reservations, supply, finance and sales teams across different regions to ensure smooth communication and coordination of guest requirements or special requests.Feedback Collection & Reporting:- Encourage guests to complete feedback surveys and track satisfaction trends.- Share insights with internal teams and suppliers to drive ongoing service enhancements.- Contribute ideas and recommendations for improving the overall guest and supplier experience.- VIP & Corporate Account Management:- Handle the needs of high-profile, VIP guests, or corporate accounts, ensuring that all special requirements are met, from booking preferences to additional services.Global Knowledge & Market Understanding:- Maintain an up-to-date understanding of serviced apartment offerings across all regions, including facilities, pricing, and local attractions. Advise guests on local experiences and ensure that our properties are positioned as the best choice for their stay.Qualifications & CompetenciesExperience:- Minimum 3 years in guest relations, hospitality, account management, or supplier coordination.- Background in serviced apartments, hotels, or travel services beneficial.Skills:- Excellent communication and interpersonal skills.- Strong problem-solving and negotiation abilities.- Ability to prioritise and manage multiple stakeholders.- Proficiency in CRM or guest/supplier management systems.- Fluency in Portuguese and English required;
Spanish highly beneficial.Personal Attributes:- Empathetic, approachable, and culturally sensitive.- Confident in managing expectations for both guests and suppliers.- Proactive and adaptable in a fast-paced global environment.- Collaborative team player with a passion for service excellence.Education:- Degree in Hospitality, Business, or related field desirable but not essential.Why Join Us?- Bridge Role Impact: Play a key part in delivering exceptional experiences by supporting both guests and suppliers.- Global Exposure: Work with diverse clients and partners across multiple regions.- Dynamic Culture: Join a friendly, collaborative team where new ideas are celebrated.- Competitive Package: Attractive salary and benefits.Job Types: Full-time, PermanentPay: R$6,500.00 - R$7,500.00 per month

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