Reservations Manager, Consumer Direct

Job Locations CA-AB-Banff
Job Post Information* : Posted Date 2 weeks ago(05/19/2023 4:34 PM)
Job ID # (iCIMS)
# of Openings
Job Posting Categories
Customer Service

What will be your daily pursuit?

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?

  • 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.






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.


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