Reservations & Guest Experience Coordinator – Remote (UK Based)
£14.00 per hour + potential performance-related bonus
35 hours per week | Full-time | Fixed-term (September 2026 – April/May 2027) | Remote/Home-based
Tuesday–Saturday | Mix of 9am–5pm and later shifts up to 7pm
Starting September 2026
About Chalet Chardons
Chalet Chardons is an independently owned ski holiday company with more than 20 years' experience creating memorable holidays in the French Alps.
Based in the world-class resort of Tignes, we specialise in catered ski chalet holidays, offering excellent service and outstanding value for money.
While the majority of our guests travel from the UK, we welcome an international client base from across Europe, North America, Australia and beyond.
We are now looking for an organised, personable and proactive Reservations & Guest Experience Coordinator to join our friendly Reservations Team.
This is an exciting opportunity for someone who enjoys delivering exceptional customer service and wants to combine a home-based role with being part of a successful ski holiday business.
About the Role
This is a varied, customer-focused role covering the full guest journey – from the first enquiry and booking through to pre-arrival planning, the guest's arrival in resort and their stay with Chalet Chardons.
Working closely with our Head of Sales & Marketing, Reservations Team and our operations and chalet teams in France, you will help ensure every booking is managed accurately and that our guests receive friendly, knowledgeable and efficient support throughout their experience.
A major part of the role is looking after guests once they have booked. You will be responsible for collecting and accurately recording all of the important information our resort teams need to prepare for each stay, including dietary requirements, allergies, bed configurations, travel details and special requests.
Attention to detail is critical in this role. The information you record directly affects both our guests' experience and the smooth running of our chalets, so we're looking for someone who genuinely enjoys getting the details right.
You will also speak with existing guests to arrange and sell ski extras such as lift passes and equipment hire, working towards agreed sales targets with the opportunity to earn a performance-related bonus.
During some shifts, you will also help cover our sales phones and respond to new booking enquiries, supporting the sales process from initial enquiry through to confirmed booking.
The role is home-based, so you will need to be comfortable working independently, managing your own workload and communicating effectively with colleagues working remotely and in France.
Your Key Responsibilities Reservations & Guest Administration
- Managing guest bookings from confirmation through to arrival.
- Proactively contacting guests to collect all required pre-arrival information.
- Accurately recording and maintaining details including dietary requirements, allergies, bed configurations, travel arrangements and special requests.
- Checking bookings ahead of arrival to identify missing or conflicting information before they create issues in resort.
- Maintaining accurate booking records using Chalet Manager and our internal systems.
- Managing and updating bookings received through Booking.com and Airbnb.
- Ensuring our operations and chalet teams in France have complete and accurate information for arriving and in-resort guests.
Sales & Guest Experience
- Selling ski extras, particularly lift passes and equipment hire, to guests who have already booked with us.
- Building rapport with guests, understanding their requirements and recommending suitable options for their holiday.
- Working towards agreed sales targets with the opportunity to earn a performance-related bonus.
- Responding to booking enquiries and supporting the sales process from initial enquiry through to confirmed booking.
- Helping cover the sales phones during allocated shifts.
- Following up enquiries to maximise booking conversions.
- Providing friendly, knowledgeable advice about our chalets, Tignes and the wider ski holiday experience.
- Responding to guest queries and helping resolve issues efficiently and professionally.
Saturday Arrival Support
Saturday is our main guest arrival and changeover day in resort.
You will work closely with our resort representative and in-resort teams throughout the day to help ensure guests arrive smoothly and that any issues are dealt with quickly.
This will include:
- Liaising regularly with the resort representative and chalet teams regarding arriving guests.
- Monitoring guest travel and arrival information.
- Helping respond to guest queries, delays or changes during their journey.
- Ensuring last-minute information is communicated quickly and accurately to the relevant in-resort teams.
- Providing remote support to help guests arrive and settle into resort as smoothly as possible.
Depending on your skills and interests, there may also be opportunities to become involved in marketing activities, including social media, website content and seasonal marketing campaigns.
Who We're Looking For
This role would suit someone who genuinely enjoys helping people, communicates naturally and confidently, and takes pride in getting the details right.
You will need to be comfortable switching between speaking with guests, managing bookings, selling holiday extras, following up enquiries and communicating important information to our teams in France.
Because this is a remote position, we are looking for someone who is self-motivated, dependable and comfortable taking responsibility for their workload without needing constant supervision.
Essential Skills & Experience
- At least one year's experience in customer service, reservations, sales, travel, hospitality or another relevant client-facing role.
- Excellent written and spoken English with a friendly and professional communication style.
- Excellent written communication skills, with the ability to write clear, professional emails using accurate spelling and grammar.
- Confident and personable on the telephone, with the ability to build rapport quickly.
- Comfortable recommending additional products and working towards agreed targets.
- Exceptional attention to detail and a high level of accuracy.
- Excellent organisation and the ability to manage several priorities at once.
- Confident using online systems, databases and learning new software.
- A proactive approach and the confidence to use your initiative.
- Strong problem-solving skills.
- A genuine customer-first attitude combined with good commercial awareness.
- Comfortable working independently as part of a remote team.
- Available to regularly work Tuesday–Saturday, including two later shifts each week.
- A suitable home-working environment with reliable internet access.
Desirable (but not essential)
- Experience within travel, tourism, hospitality or reservations.
- Experience using CRM or reservation systems.
- Experience with Chalet Manager or similar software.
- Experience with Booking.com or Airbnb.
- Previous sales or upselling experience.
- Experience working remotely.
- French language skills.
- Knowledge of Tignes or the French Alps.
- An interest in skiing, snowboarding or mountain holidays.
- Marketing experience, including social media or website content.
Hours & Contract
This is a full-time, home-based position working 35 paid hours per week, Tuesday–Saturday (with a 1-hour unpaid lunch break).
Your working pattern will be confirmed in advance, providing a regular and predictable weekly schedule.
Fixed-term contract from September 2026 until April/May 2027, subject to a six-month probationary period.
Must be available for a paid 2 weeks training period in November/ December 2026 (exact dates TBC)
What We Offer
- £14.00 per hour.
- Potential performance-related bonus linked to agreed sales targets.
- Fully remote/home-based working.
- Potential free catered ski stays in Tignes – One of the unique benefits of joining Chalet Chardons is the opportunity to enjoy complimentary accommodation and chalet catering in one of our Tignes properties during selected quieter winter weeks. These stays are offered on a late-availability basis (typically confirmed around one week before travel) and are subject to suitable operational cover where annual leave is being taken. We'll always do our best to accommodate requests, but guest service and business needs must come first.
- Staff holiday and chalet discounts.
- Familiarisation and training visits to Tignes.
- 20 days' paid annual leave plus UK bank holiday entitlement (28 days in total) - pro rata. As a seasonal business, annual leave is expected to be taken primarily during our quieter periods, mainly in April and May. The role may also require working on UK bank holidays, including those over the Christmas and New Year period, where these fall on your normal working days. Time off during peak winter periods, including bank holidays, will therefore be subject to operational requirements and suitable cover, with holiday requests during this time normally limited to 1–2 consecutive days.
- A friendly, independent company where your contribution is genuinely valued.
- A varied role with the opportunity to build experience across reservations, guest experience, sales and marketing.
- The opportunity to develop in-depth knowledge of Tignes and the ski travel industry.
How to Apply
If you're highly organised, enjoy helping people and think you'd thrive in a varied role within the ski travel industry, we'd love to hear from you.
Please apply with your CV and answer the application questions, telling us why this role appeals to you and what makes you a great fit for Chalet Chardons.
Pay: £14.00 per hour
Benefits:
- Casual dress
- Employee discount
- Work from home
Application question(s):
- Please briefly describe your most relevant previous experience and why you think it would make you well suited to this role.
- A key part of this role involves speaking with guests who have already booked and selling additional products such as lift passes and ski hire. Please describe any experience you have of sales, upselling or recommending products to customers. If you do not have direct sales experience, explain why you think you would be comfortable with this part of the role.
- This is a home-based role where you will often need to manage several priorities independently. Briefly explain how you organise your workload and make sure important customer details or deadlines are not missed.
- Are you able to regularly work Tuesday–Saturday, with three shifts generally 9am–5pm and two later shifts working till 7pm?
- Accuracy is essential in this role.
A guest emails:
"We're a party of six (2 adults, 4 children). I think we stayed with you in Brevieres in 2016. John & Sarah need a double room. Tom & Ben need twins. Lucy & Emma also need twins. We are super excited for the chalet meals (can’t wait for afternoon tea especially!) – it’ll be so nice to put my feet up and have someone cook for me for once. Emma is vegetarian and Lucy has a severe nut allergy. We're flying from Gatwick to Geneva on flight EZY1234, landing at 14:35 on Saturday. We're using a private transfer and expect to arrive at the chalet around 6pm, although we might stop on route for a little break. We've visited Tignes before and the children have booked ski lessons."
What information would you record or check before passing this booking to the resort team? Which details are most important, and why?
Maximum 200 words.
Experience:
- Customer service: 1 year (required)
Work Location: Remote
