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
• Some flexibility around campaign launches and live moments
• Minimum 12-month commitment to the role

Equipment and workspace

• Reliable high-speed internet suitable for video calls, uploads, and collaboration tools
• A computer capable of running multiple applications and light editing work simultaneously
• Clear microphone and webcam for professional meetings
• A quiet, professional, distraction-free workspace

Confidentiality and security

• Ability to protect brand accounts, credentials, unreleased campaign material, and internal processes while working remotely
• Secure handling of account access, passwords, and platform permissions