Reservations Coordinator (WFH)

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Requirements:

• Previous experience in customer service and sales role is required.
• Proficient in using booking systems, phone and communication systems, Microsoft Office, Shopify and CRM software.
• Confident in upselling additional services and encourage rebooking
• Ability to manage the diary, process vouchers, answer client enquiries, and ensure no scheduling conflicts with other client’s appointment while booking appointments.
• Willingness to work from 6:30 PM onwards PH Time or 10:30 AM UK Time.

Responsibilities:

• Efficiently handle bookings, rescheduling, and cancellations while ensuring a nice relationship/connection with the client.
• Respond warmly and professionally to phone calls, emails, and online enquiries.
• Work closely with therapists, stylists, and the front of house team to manage availability and avoid scheduling conflicts.
• Proactively recommend additional treatments, upgrades, and future appointments to enhance the client’s experience and increase revenue.
• With an outgoing personality, help with client enquiries and booking requests while proactively offering upsells to enhance their experience.
• Keep the diary busy but filling it up with client appointments, make sure client’s profile is updated and check for any room clashes at the Spa/Salon
• Handle any booking-related issues, such as last-minute cancellations or therapist availability changes, in a timely manner. Effective in problem solving and handling customer complaints.
• Be knowledgeable about ongoing and upcoming campaigns to be able to educate clients and process their vouchers.
• Track upsells, client complaints, and communicate any client feedback to Managers and appropriate staff members.