Reservations Specialist (Part-time)

About Pinot & Picasso Pinot & Picasso is a leading Paint & Sip company offering unique, creative experiences for individuals, groups, and private events. We specialise in bringing people together to enjoy painting, sipping wine, and making memories in a fun, social environment. We pride ourselves on providing an exceptional customer experience and delivering memorable moments for every guest who walks through our doors. Position Overview: We are looking to hire a Reservations Specialist to start in mid-January 2025 on a part-time basis of 20-25 hours per week. This is a key role within our business, responsible for converting leads into private events at our studios, customer service enquiries, and ensuring the best possible experience for our guests. You will work closely with the studio operations teams across the UK to ensure seamless event coordination and communication. Key Responsibilities: Lead Conversion & Private Event Management:

• Convert inbound leads into private events, ensuring a high rate of successful bookings.
• Work with potential customers to understand their event requirements and tailor bookings to suit.
• Provide event details, pricing information, and available dates to clients while fostering a positive, enthusiastic experience.

• Provide exceptional customer service via phone, email, and chat, ensuring that every interaction reflects the brand’s values and customer-centric ethos.
• Assist customers with any questions or concerns regarding bookings, event details, and studio policies.
• Resolve customer inquiries or issues promptly and professionally, ensuring customer satisfaction.

• Communicate regularly with studio operations executives across the UK to ensure a seamless guest experience for private events and bookings.
• Relay client event requirements and preferences to the studio operations teams to guarantee smooth execution of private events.

• Manage and optimise the lead nurturing process within our CRM, ensuring timely follow-ups and conversion of inquiries into bookings.
• Update and maintain accurate customer data in the CRM system to ensure smooth communication and service delivery.
• Prioritise leads and manage follow-up workflows based on client engagement and booking potential.

• Maintain the integrity of the CRM by ensuring all records are updated, accurate, and free from duplicates.
• Regularly audit CRM data for accuracy, cleanliness, and completeness, making corrections as needed.

• Collate and track bookings, lead conversions, and customer service data.
• Generate regular reports on lead conversion rates, customer inquiries, event success, and other KPIs for internal review.
• Assist with identifying trends and insights for continuous improvement.

• Proven experience in customer service, reservations, or event coordination, preferably in a hospitality or entertainment setting.
• Excellent communication skills, both written and verbal, with the ability to engage and inspire customers.
• Strong organisational skills with attention to detail and a proactive approach to tasks.
• Experience with CRM software and a solid understanding of lead management and sales processes.
• Ability to work effectively both independently and as part of a team.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A passion for delivering excellent customer experiences.
• Previous experience in the arts, hospitality, or events sector is desirable but not essential.

• Competitive salary.
• Opportunity for career development within a rapidly growing brand.
• A fun, dynamic work environment with a passionate and creative team.
• Employee discounts on experiences and events.
• Hybrid working arrangements (remote and studio-based).