Global Guest Experience Coordinator

Job Title: Global Guest Experience Coordinator Location: Remote – Sao Paulo, Brazil Department: Guest Experience Working hours: Shifts range from 6 a.m. to 2 a.m., with 8-hour shifts. You will work 5 days out of 7, including weekends depending on the rota. Reports To: Head of Global Guest Experience / Global Guest Experience Manager About Us QIG 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: Q Apartments Denmark, offering stress-free beginnings in and around Copenhagen 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 QDK, 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 Overview The Global Guest Experience Coordinator is responsible for delivering a seamless, high-quality guest journey from pre-arrival to check-out, acting as the main point of contact for guest communication and support. The role combines exceptional customer service with effective problem-solving, ensuring issues are handled quickly, empathetically, and professionally. Working closely with internal teams (including reservations, sales, operations, supply, and finance) and external partners such as approved suppliers, landlords, and managing agents worldwide, you will coordinate services, manage escalations, and help maintain consistent standards across the guest experience. You will also gather and analyse guest feedback, monitor partner performance, and contribute ideas to continuously improve service delivery—particularly for VIP and corporate accounts where attention to detail and discretion are essential. Key Responsibilities Guest 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 internal department like reservations, sales and operational team as well as 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 product. Cross-Functional Collaboration: Balance guest needs with operational & supplier capabilities to create win–win outcomes. Anticipate challenges and take proactive steps to prevent service gaps. 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