Skill diminta
Attention to DetailCRMCommunicationCustomer ServiceEnglish
Deskripsi
About the role
We are looking for a Reservation manager responsible for managing enquiries, bookings, customer service standards, and reservation team performance across our clinics, spas, and resort operations. You will play a key role in converting enquiries into bookings, ensuring outstanding guest communication, and helping drive revenue through exceptional service and follow-up.
- Key responsibilities
- Lead and manage the reservations and guest experience team
- Oversee WhatsApp, email, website, social media and telephone enquiries
- Monitor enquiry response times and booking conversion rates
- Ensure a consistently high standard of customer service
- Manage guest communication before, during and after their visit
- Handle escalated guest concerns and complaints professionally
- Develop reservation procedures, scripts and service standards
- Monitor booking trends, occupancy levels and periods of high and low demand
- Prepare weekly and monthly performance reports
- Work closely with marketing, operations and clinic/spa management teams
- About you
- Minimum 3 years' experience in reservations, guest services, hospitality, customer service or related management roles
- Previous experience leading a team
- Excellent written and spoken English
- Strong organisational and communication skills
- Experience using CRM systems, booking systems or customer service platforms
- Hospitality, wellness, medical tourism, hotel or resort experience is highly desirable
- Ability to work independently and manage a remote team
- Strong attention to detail and commitment to exceptional guest experiences
About us
Cocoon is a growing wellness and medical hospitality group with three Cocoon Medical Spa clinics in Bali, three Cocoon Wellness Spa locations in Bahrain, and a new Medical Longevity Resort opening in Jimbaran, Bali.