Reservations & Bookings Coordinator

Job Overview

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

Responsibilities

• Respond to visitor enquiries across phone, email, live chat and other channels within agreed service levels to meet team KPIs and maintain a consistently high standard of service.
• Collaborate with colleagues and internal departments to resolve ticketing issues and build strong product knowledge.
• Deliver peer‑to‑peer training and maintain strong working knowledge of CRM, booking and contact systems to support onboarding and continuous improvement.
• Maintain up‑to‑date knowledge of tours, retail offerings and booking processes, and identify opportunities to enhance the visitor experience while ensuring all interactions align with brand tone and values.
• Understand visitor needs and recommend suitable products, services or alternatives, guiding conversations toward informed booking decisions and maximising pre‑booked experiences.
• Manage customer feedback and concerns with empathy, escalating when appropriate, and ensure inclusive service and clear accessibility information.
• Perform 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 working with reservations or ticketing systems.
• Understanding of Health and Safety regulations.
• Administration experience.

Working Conditions

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 applicable laws, WBD / your Line Manager reserves the right to change this working agreement where necessary and upon reasonable notice.

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