Guest Experience & Reservations Manager

Cocoon Medical Spa; Provinsi Bali; On-site; IDR 180,000,000 - 360,000,000; Full time

Benefits offered by this job

International training courses

Memberships

Competitive salary and benefits

Job summary

Cocoon Medical Spa is seeking a Reservations and Customer Service Manager to oversee the reservations and guest experience teams across Bali clinics and wellness locations. You will drive enquiry conversion, manage guest communications, and ensure service standards are met, while collaborating with marketing and operations to optimize occupancy and revenue.

The role requires 5+ years in reservations or hospitality management, strong English, CRM/booking system experience, and the ability to lead

Qualifications

• Minimum 5 years' experience in reservations, guest services, hospitality, customer service or related management roles.
• Experience leading a team.
• Excellent written and spoken English.
• Strong organisational and communication skills.
• Experience using CRM systems, booking systems or customer service platforms.

Responsibilities

• Lead, recruit, train and manage the reservations and guest experience team, around 5 team members
• 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

Skills

Team leadership

Customer service

Communication

English proficiency

Organizational skills

Remote team management

Tools

CRM systems

Booking systems

Customer service platforms

Job description

Cocoon Medical Spa is seeking a Reservations and Customer Service Manager to oversee the reservations and guest experience teams across Bali clinics and wellness locations. You will drive enquiry conversion, manage guest communications, and ensure service standards are met, while collaborating with marketing and operations to optimize occupancy and revenue.

The role requires 5+ years in reservations or hospitality management, strong English, CRM/booking system experience, and the ability to lead