Booking & Reservations Coordinator

This is a Full Time Job

As a Booking & Reservations Coordinator, you will play an important part in delivering a seamless and engaging visitor journey. From first enquiry through to ticket fulfilment, you will help create a smooth, high-quality experience that drives satisfaction and repeat visits.

If you enjoy working in a dynamic, customer-focused environment and supporting memorable experiences, this could be the role for you!

Your Role Accountabilities...
• Take responsibility for team KPIs by responding to visitor enquiries across phone, email, live chat and other channels within agreed service levels, ensuring a consistently high standard of service.
• Contribute to a professional team environment by collaborating with colleagues and liaising with internal departments to resolve ticketing issues and build strong product knowledge.
• Support onboarding and continuous improvement by delivering peer-to-peer training and maintaining strong working knowledge of CRM, booking and contact systems.
• Maintain up-to-date knowledge of tours, retail offerings and booking processes, identifying opportunities to enhance visitor experience while ensuring all interactions align with brand tone and values.
• Understand visitor needs and recommend suitable products, services or alternative options where required, guiding conversations towards informed booking decisions and maximising pre-booked experiences.
• Manage customer feedback and concerns by resolving queries with empathy or escalating when appropriate, while ensuring inclusive service and providing clear accessibility information.
• Carry out daily operational tasks including ticket fulfilment, equipment care and personal development goals, ensuring accuracy, efficiency and a smooth pre-arrival experience for visitors.

Qualifications & Experience
• Experience working with reservations or ticketing systems. Understanding of Health and Safety regulations.
• Administration experience.

Onsite Working - This role is advertised as Onsite, meaning all working hours and days (regardless of shift pattern) will be carried out at the place of work. Subject to any applicable laws, WBD / your Line Manager reserves the right to change this working agreement, where this is essential to business needs and upon reasonable notice to you.