Pursuit RESERVATIONS MANAGER

Banff Jasper Collection by Pursuit

Banff, AB
Full-time, Seasonal
Job details
Job type
Full-time
Seasonal
What will be your daily pursuit?:
SUPERVISES
 Full-Time and Seasonal Reservation Agents
 Reservations Supervisors and Team Leads
What perks can you expect?:
As a key member of the Reservations Leadership team, the Reservations Manager – Consumer Direct, is responsible for managing the Banff Jasper Collection and FlyOver Canada call centre, as well as supporting a team of reservation agents to achieve the established goals from bookings, upselling opportunities, and quality assurance.
What will you do in this job?:
Hires, trains, schedules, and supervises all Reservations staff; ensure staff is properly trained with regard to company policies and procedures, product familiarization, system use and selling techniques
Handles guest complaints in a manner befitting Pursuit standards
Generates and maintains weekly information for internal distribution, including product updates and system clarification
Testing new products, building promo codes and informing all teams as necessary
Training agents on selling techniques including upselling and conflict resolution
Assist with inbound calls, chats, and emails to maintain call centre service levels
Oversee Social Media messaging and agent responses
Maintains system of quality controls to ensure integrity of advanced reservations – ensuring we are accurate in all details (corro)
Create and maintain strong business relationships with key Marketing internal stakeholders, and contribute to weekly meetings with local marketing managers
Supports Central Reservations leadership, Marketing, RevMax, and Operations in furthering company-wide objectives
Fostering a positive culture that is supportive, transparent, and encourages open and honest communications
Develop a Reward and Recognition program specific to the reservation teams goals and performance
Monthly performance updates with each agent, in the form of a one on one or evaluation structure
Serves as a central reservations system “super-user”; provides communications and training for new processes to appropriate staff; updates system training manual as required; supports ongoing development of reservations software system
What skills and experience do you need for this job?:
Experience you’ll need to be considered for the job
A minimum of 2 years’ experience in Guest service, call center, or equivalent preferred
Experience in the hospitality or travel trade strongly preferred
Planning, organizing, and executing work details on time and on budget
Strong experience using essential MS Office tools such as Excel, Outlook, PPT, Word, Teams required
Experience with PMS and POS systems (PMS, RTP, CRES) strongly preferred
Experience with Maestro, Pacific/Wizard, Five9 strongly preferred

Ideal behaviors we look for
Solid written and verbal communication skills.
Strong “can-do,” attitude with willingness to be flexible and adaptable.
Ability to make decisions, solve problems and exercise good judgment.
Strong commitment to building positive working relationships.
Willingness to work with a geographically dispersed team in a seasonal environment.
Resourceful, with a curiosity to solve problems and create new solutions.
Ability to organize and prioritize multiple tasks in a fast-paced environment.
Sense of urgency to complete job duties accurately and in a timely manner.
Sense of humor and ability to ‘let things roll’ when the unexpected happens.
Hospitality and service-focused mindset including the need to work successfully with both internal and external partners.
Strong sense of prioritization and focus to complete tasks.
What will your work environment be like?:
Work environment/requirements
Office setting in Banff, AB including kitchen amenities and working with other team members
Matrix shared services organization including working with partners outside the immediate area
Energetic team environment that encourages activity, collaboration and fun
Must be able to lift up to 50 lbs with assistance
This list describes at a high level what this job requires, but no job description can anticipate every single task, issue or project that could come up. Pursuit reserves the right to adjust, reduce, add, or change job tasks as needed for the success of the business.

To handle this job successfully, any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job must be based in a current Pursuit office based in Banff, AB. Based on the location of the office, current legal ability to work in Canada is required. Some travel is expected, so ability to travel in US and Canada is required.

MORE ABOUT PURSUIT
WHO WE ARE

Pursuit is a global attractions and hospitality company that connects guests and staff to iconic places through unforgettable and inspiring experiences and strives to become the world’s leading provider of iconic attractions and hospitality experiences. Pursuit generates revenue and shareholder value as one of two business units operated by Viad, an S&P SmallCap 600 international experiential services company, traded on the New York Stock Exchange under the symbol VVI.

Pursuit’s mission is to connect guests and staff to iconic places through unforgettable, inspiring experiences. We deliver rich travel experiences to the global market through our unique hotels and lodges, recreational attractions, retail, food and beverage, sightseeing, tours and travel products. Today, the company enjoys strong perennial demand with operations in or adjacent to Banff, Jasper and Waterton Lakes National Parks in Canada; Glacier, Denali, and Kenai Fjords National Parks in the United States; and our Flyover attractions, FlyOver Canada in Vancouver, B.C. and FlyOver Iceland in Reykjavik, and FlyOver Las Vegas in Nevada. A new FlyOver attraction in Chicago, IL is anticipated in 2024. May 2021 brought the grand opening of the Sky Lagoon, a premier oceanfront geothermal lagoon experience near Reykjavik, Iceland. Through its Refresh Build Buy strategy, Pursuit is continuing its growth trajectory into new iconic locations around the world.
EEO Information: Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit values diverse backgrounds and experience and we welcome all who are eligible to work in Canada to apply! We thank all candidates for their interest, however, please note that only applicants selected for further consideration will be contacted. If selected for an interview, please advise us if you require an accommodation.

Popular in Canada's National Parks



Banff is a town located within Banff National Park in Alberta, Canada, known for its stunning mountain scenery and outdoor recreational opportunities. If you're considering working in Banff, here are a few things to keep in mind:

Banff, Alberta's Tourism Employment Industry

Banff heavily relies on tourism, and many job opportunities are linked to the hospitality and service sectors. Hotels, restaurants, shops, and outdoor activity providers often hire seasonal staff, especially during peak tourist seasons.

Banff Alberta's Seasonal Employment

Many positions in Banff are seasonal, with higher demand during the summer and winter months when tourists visit for outdoor activities, skiing, and sightseeing.

Banff National Park's Employmment Accommodations

The town is relatively small, and housing can be competitive. It's a good idea to secure accommodation before arriving, especially during peak seasons.

Canadian Work Permits

If you're not a Canadian citizen or permanent resident, you may need a work permit to legally work in Banff. Ensure you have the necessary documentation before seeking employment.

Banff, Alberta's Outdoor Lifestyle

Banff is a haven for outdoor enthusiasts. If you enjoy activities such as hiking, skiing, or mountain biking, you'll find plenty of opportunities to indulge in your favorite pastimes.

Jobs in the Community of Banff, Alberta

The town has a close-knit community, and living in Banff offers a unique experience. If you enjoy a small-town atmosphere and connecting with like-minded individuals, it can be a rewarding place to live and work.

Transportation in and Around Banff, Alberta

Banff is well-connected by road, and public transportation options are available. However, having a vehicle might be convenient, especially if you plan to explore the surrounding areas.

Before making any decisions, research specific Banff job opportunities, seasonal Tourism trends, and accommodation options. The lifestyle and activities that Banff offers are terrific, but considering all employment and lifestyle changes will ensure it aligns with your job preferences and interests.