School Bookings Coordinator
Job Purpose – overview
Xcite West Lothian Leisure (Xcite) is a Community Benefit Organisation, a registered Scottish charity. It is at the heart of the West Lothian community, helping people to improve their wellbeing and make healthy lifestyle choices. We care passionately about the service we provide to the people who live, work and visit West Lothian. As a valued organisation that understands, cares about and engages with its community, we are the delivery partner of choice for West Lothian organisations responsible for improving people’s lives through sport, health and physical activity.
Your role as Bookings Coordinator is to maximise the revenue from bookings, ensure the smooth operation of the bookings system for all venues and manage the administration and cash collection for all bookings
Core Accountabilities & Responsibilities
- Manage primarily the bookings for all secondary schools and when required assist with bookings for other sites operated by West Lothian Leisure.
- Ensure all bookings are set up to be invoiced and monitor the bad debt for all sites that transferred to WLL on 1st April 2016.
- Assist clubs to transfer to pay for bookings by DD payment method.
- Proactively fill space for every site including all schools, and Polkemmet Golf facilities. Liaise with marketing team to advertise all available booking slots.
- Ensure all bookings are charged at the appropriate rate.
- Record headcounts for each club ensuring accurate figures are entered every month.
- Ensure clubs are aware of booking T&C and deal with appropriate paperwork for all club booking including ensuring a checklist of information is provided by each club/group. Flag up any gaps in paperwork with individual clubs and ensure they are aware of their responsibilities.
- Liaise weekly with schools on bookings coming up, new enquiries. Manage booking alterations required by the school e.g. exams and communicate any changes with the clubs/groups
- E-mail weekly the FM staff re bookings and any issues they foresee.
- Booking sheets would be closed off when areas aren’t available or are used for exams.
- Weekly check in Plus2 all reservations that they are set up correctly and payment information is in order.
- Operate a telephone bookings, enquiry and feedback hotline.
- Provide training for onsite staff where applicable.
- Provide a drop in meet and greet facility for clubs with booking or invoicing enquiries
- Do extra booking offers to existing bookings or past bookings at unused times
- Complete customer journey paperwork for each venue to be issued upon confirmation of block bookings.
- Manage and monitor records provided by clubs, to ensure that they are up to date.
- Provide training where required with Xcite sites to provide basic information when PW1 bookings team isn’t available.
- Manage the booking e-mail account
- Review accuracy of systems data to ensure errors are reduced to a minimum.
The above list is illustrative, not exhaustive. Accordingly, there may be a requirement to undertake additional duties, consistent with the level of the post, as directed by management.
Essential Qualifications, Experience and Skills
- Demonstrates excellent core organisational competencies.
- 1-2 years customer service experience either in Fitness, Sports and Exercise Environment
- An in-depth knowledge of leisure industry.
- Experience with managing bookings and invoicing
- Bad debt management experience
- A knowledge of business use for managing bookings
- Excellent verbal and written communication skills
- Highly competent level of skill with Excel and Word
- Can write comprehensive and detailed reports and letters.
- Proven ability to produce detailed work plans
- Experience of successfully having managed projects and worked to timescales and within budget.
- Willingness to continuously develop and attend training and development sessions in line with your personal training plan, on occasion out-with your normal hours of work, to ensure the required level of competence.
- Hold and maintain a current valid driving license and use of a vehicle
- Educated to HND level or equivalent in a relevant discipline such as leisure management or customer service
- A knowledge of customer relationship software
Desirable Qualifications, Experience and Skills
- Educated to HND level or equivalent in a relevant discipline such as leisure management or customer service
- A knowledge of customer relationship software
- A knowledge of mobile marketing
Job Dimensions
- Working within the operations department to maximise the benefits of membership business intelligence
- Direct responsibility for managing PW1 bookings and invoicing.
Additional Information
- This post is subject to a Basic Disclosure Scotland check.
- Required to work flexibly with evening and weekend working
- You will be required to be aware of current Health and Safety Policy and to take responsibility for your own safety and the safety of others who may be affected by your acts or omissions at work.