Reservations and Customer Service 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

Reservations and Customer Service Manager

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, 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

About you

• Based in Bali or willing to relocate to Bali
• Minimum 5 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 1 in Milan

A International Aesthetic Clinic in Bali. Australian managed, with consultancy and training from international Plastic and Cosmetic surgeons, the clinic will offer cutting edge procedures with the latest equipment, featuring solutions and procedures for Anti‑aging, acne, scarring, skin blemishes, facial lines and wrinkles, slimming and wellness. We are seeking passionate, committed people with excellent communication and customer service skills. Great salaries and benefits on offer including international training courses and memberships.

Cocoon’s philosophy is simple – we are results orientated to give noticeable differences in your skin, health and beauty. There are no gizmos, no fads, just the most experienced doctors administering the highest quality, proven treatments and technologies.