邮件协调员
Email Coordinator
关于该职位
这是在一家快速发展的高端旅游和礼宾公司中面向客户的工作岗位。日常工作中，你将是客人与为其打造非凡体验的酒店和供应商之间的主要联系人——收集行程信息，向酒店传达客人偏好，并确保每一次互动都温暖、准确且符合品牌调性。价格核查是工作的一部分，但沟通才是核心。这不是一个完成任务就下班的工作。每个班次都需要全情投入、主动思考和真正的责任感。
关键职责
客人与酒店邮件协调（主要职责）
- 通过邮件与客人沟通，收集行程信息——偏好、特殊要求、到达时间以及任何临时需求。
- 在每次抵达前，将这些信息传达给酒店和供应商，无论客户是否回复，确保不遗漏任何细节。
- 处理VIP1和VIP2的到店前接触点：确认到达，向酒店简要说明，并根据需要与双方跟进。
- 每封邮件都要保持温暖、个性化且符合品牌调性的语气——绝不能像模板一样生硬。
价格核查（辅助职责）
- 当有预订时，通过酒店官网和/或预订系统核实客人是否获得了最佳可用价格——这是确认和验证，而不是主动寻找优惠。
- 在需要的情况下，直接联系酒店获取价格和信息。
- 标记价格差异并准确记录发现——这是一项需要细致调查的工作。
- 偶尔可能需要报价；如果需要，重点是通过正确渠道获取准确的价格，而不是找到最便宜的选项。
高频率邮件管理
- 登录系统，扫描整个收件箱，按紧急程度分类并标记后再处理——不要从上到下逐个处理。
- 首先处理标记和时效性强的事项；系统化处理供应商确认、回复和新咨询。
- 在班次结束时保持收件箱清空——没有未解决或未回复的内容。
酒店与供应商联络
- 邮件联系酒店和供应商以确认预订，标记特殊要求，并跟进未完成事项。
- 如果邮件没有得到回复，应升级为电话沟通——但尽可能保持大部分沟通通过邮件进行。
班次交接与Notion
- 每个班次结束时更新Notion，记录待办事项、已采取的行动以及下一协调员需要接手的内容。
- 保持SOP和任务笔记的最新状态，以便团队随时查阅
查看英文原文
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