Transfer Coordinator

About Railbookers:

At Railbookers, we believe that the journey is just as fulfilling as the destination. Life onboard is full of opportunities, new experiences, and rewarding relationships.

We’re a team of diverse, talented people from around the world. As we continue to expand internationally, we strive to ensure that our culture remains alive and well -that we remain aligned and engaged. Global movements don’t spring from one individual. It takes an entire team to make an impact and do something BIG. At Railbookers, we encourage every employee to identify areas of opportunity within the organization.

Every single person at Railbookers has a passion for travel, which explains why we’re so avid about encouraging our customers to get out and discover the world for themselves. Most importantly, we embolden you to be yourself and enjoy the work you do on a daily basis. We like having a great time at work, not just outside of it.

Job Overview:

Railbookers Group is seeking a detail-oriented, customer-focused Transfer Coordinator to manage all aspects of customer transfers and create seamless, stress-free travel experiences. You will collect and confirm transfer details directly with customers, liaise with transfer providers, and proactively monitor schedules to anticipate and resolve potential issues. This role is central to delivering exceptional service and operational efficiency, with opportunities for continuous learning and growth.

Duties and Responsibilities:

• Customer Communication
  • Reach out to customers via phone, email, and other channels to collect accurate flight/train and transfer details.
  • Use effective questioning to confirm essential information (e.g., flight/train numbers, times, accessibility needs, special requirements).
  • Deliver excellent service with a professional, friendly approach that builds trust and enhances the customer journey.
  • Resolve customer inquiries related to transfer services and proactively communicate updates or changes.
• Transfer Coordination
  • Book and coordinate transfers, ensuring punctual and accurate pick-up and drop-off services.
  • Partner with transfer companies to confirm arrangements, communicate changes, and resolve day-of issues quickly.
  • Monitor train and flight schedules within 48 hours of service to anticipate delays, cancellations, or disruptions; adjust plans and notify stakeholders as needed.
  • Ensure transfer operations meet company standards, partner SLAs, and customer expectations.
• Recordkeeping & Collaboration
  • Maintain accurate, up-to-date records of customer details, transfer bookings, communications, and adjustments in company systems
  • Work closely with Sales and Guest Experience teams to ensure a seamless experience from booking through completion of transfers
  • Stay current with industry updates, schedules, and transfer partner policies to provide reliable, timely information.
• Operational Excellence & Continuous Improvement
  • Track and share insights on transfer performance to identify opportunities for improvement.
  • Contribute ideas and support process enhancements that improve efficiency and the customer experience.
  • Model the RBG Values and Ways of Working.
• Additional Duties
  • Support the team by taking overflow overflow of Transportation Logistics or other Operational responsibilities.
  • Perform other duties as assigned by management to support departmental and company needs.

Required

• 1–3 years of experience in travel, hospitality, transportation coordination, logistics, or customer service.
• Strong organizational and time-management skills with keen attention to detail; able to prioritize and multitask.
• Excellent verbal and written communication skills; calm and professional under pressure.
• Problem-solving skills and adaptability in a fast-paced environment.
• Computer proficiency, including Microsoft Office; ability to learn booking/scheduling systems quickly.
• Proactive mindset; suggests and implements ideas that improve team performance and customer outcomes.
• Ability to work flexible hours, including evenings and weekends, as needed.

Preferred

• Experience coordinating ground transfers or working with transportation providers.
• Familiarity with transportation management systems, scheduling software, and CRM tools.
Bachelor’s degree in Business Administration, Hospitality, Logistics, or a related field.

This role operates with autonomy in day-to-day work while partnering with senior leadership for direction and outcomes. The ideal candidate is proactive, collaborative, and committed to delivering high-quality service and operational excellence.