Reservations Officer

Job Overview

Twintip is seeking a detail-oriented and customer-focused Reservations Officer to assist with booking ski lessons and managing customer inquiries. As a key point of contact for our clients, you will help ensure a seamless reservation process and provide excellent service from the moment customers reach out to book lessons until they arrive at our ski school.

Key Responsibilities

Process Reservations: Manage the booking of ski lessons (group, private, and children's programs) via Whatsapp, phone, email, and online systems, ensuring all reservations are accurately recorded.
Customer Assistance: Serve as the first point of contact for customer inquiries about ski lessons, pricing, availability, and packages. Provide clear and detailed information about our offerings.
Booking Management: Update and maintain accurate booking records, ensuring that all reservations are confirmed and schedules are aligned with instructor availability.
Client Communication: Send booking confirmations, reminders, and follow-up communications to clients. Address any changes, cancellations, or modifications to bookings as needed.
Handle Payments: Process payments for bookings, issue receipts, and ensure that all transactions are completed accurately and securely. Follow up with “On account” client to make sure they settle their balance
Maintain Reservation System: Ensure that the reservations software is up-to-date with the latest lesson schedules, update day to day changes, availability, and pricing.
Collaborate with Instructors: Coordinate with the ski instructors and the operations team to ensure lesson availability and communicate any booking changes.
Support Sales Efforts: Provide clients with information on additional services such as equipment rentals, special promotions, and packages to maximize customer experience and sales.

Qualifications

Experience in Reservations or Customer Service: 1-3 years of experience in reservations, events planning, hospitality, or customer service role, ideally in a ski school, resort, or recreational environment.
Strong Communication Skills: Excellent verbal and written communication skills, with the ability to clearly provide information and address customer concerns.
Proficiency in Reservations Systems: Experience using Excel or reservations software or booking systems, with the ability to quickly learn new platforms.
Organizational Skills: Attention to detail and accuracy when handling bookings, payments, and schedules.
Customer-Oriented Mindset: A friendly, approachable attitude and a commitment to providing exceptional service to clients.
Problem-Solving Abilities: Able to handle booking conflicts, changes, and customer issues in a calm and professional manner.
Flexibility: Willingness to work during busy periods, including weekends, holidays, and peak ski seasons.

Preferred Skills:

Previous experience in the ski or outdoor recreation industry.
Familiarity with ski lesson programs or similar activities.
Sales skills to promote additional services or packages.

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