Booking & Resources Coordinator

RESPONSIBILITIES:

Booking & Reservations Management

• Own the end-to-end booking process, appointments, reservations, or client bookings, ensuring accuracy and timely confirmation at every step.

• Maintain the master booking calendar, resolving conflicts and double-bookings before they become a problem for clients or the team.

• Track pending bookings, outstanding confirmations, and follow-ups requiring action.

• Process cancellations, rescheduling requests, and changes promptly, keeping all parties informed.

• Own inbox to zero daily across booking-related communication channels. Draft clear, professional responses to booking enquiries; send independently once trust is established.

• Coordinate logistics tied to bookings, venues, travel, accommodation, or resources as required.

• Handle correspondence, including emails and phone calls, with professionalism and discretion.

• Maintain accurate records through data entry, filing, and documentation management using tools like Google Workspace and Microsoft Office.

• Continuously refine booking workflows and SOPs over time.

• Flag anomalies, unusual cancellation patterns, recurring scheduling conflicts, capacity issues, and surface them to the relevant lead.

• Prepare clear, simple daily or weekly reports summarising booking volume, status, and any issues requiring attention.

Operational Bridge

• Serve as the main point of contact for internal and external parties on all booking-related matters.

• Act as the link between clients, vendors, and internal teams to ensure bookings run smoothly end-to-end.

• Follow up on outstanding booking-related actions to ensure timely completion.

• Support broader coordination efforts by tracking booking-related deadlines and deliverables.

• Coordinate with managers or team leads to relay updates, clarify instructions, or resolve booking conflicts.

• Compile booking activity and issues from different sources into concise, regular updates for leadership.

Client & Customer Coordination

• Respond to booking enquiries promptly and professionally across all channels (email, phone, messaging platforms).

• Confirm booking details with clients ahead of time, ensuring nothing is missed or misunderstood.

• Manage waitlists and reallocate availability efficiently when cancellations occur.

• Handle client concerns or booking disputes calmly, escalating where necessary.

• Maintain a consistent, professional tone in all client-facing communication that reflects the organisation's standards.

REQUIREMENTS:

Education

• A degree in Business Administration, Communications, or a related field is useful but not required

• Relevant certifications (e.g. PA/EA diploma, project management, or digital marketing certifications) are a plus, not a prerequisite

Experience

• Minimum 3 years in a booking, reservations, scheduling, or customer service coordination role

• Experience managing a high volume of bookings or appointments across multiple channels

• Experience handling cancellations, rescheduling, and client communication under time pressure

• Experience working with vendors, venues, or third parties to coordinate logistics

• Experience working remotely and independently with minimal supervision

Technical knowledge

• Comfortable managing calendars and scheduling tools with accuracy and speed

• Strong written and verbal communication skills, particularly for client-facing correspondence

• Methodical approach to data entry and record-keeping

• Able to identify booking patterns, anomalies, or capacity issues and report them clearly

Communication

• Excellent written English, with a genuine ear for tone and voice across different audiences

• Confident spoken English, able to present a campaign plan or performance review to stakeholders

• Able to explain performance honestly, including when results fall short
  

Tools and platforms

• Google Workspace

• Microsoft Office

• Booking/reservation software (e.g. Calendly, Acuity, or similar)

• Slack

• ClickUp

• CRM or client database tools

Availability and commitment

• Full-time availability. This is not a part-time, freelance, or project-based engagement.

• No concurrent full-time role or competing commitments

• Consistent working hours with advance notice for any planned absence<