Central Reservations Training Manager

Pursuit Collection; Calgary; On-site; CAD 50,000 - 90,000; Full time

Job summary

Join a forward-thinking company as a Central Reservations Training Manager, where you'll lead the development and delivery of training programs that empower teams to excel in customer service. This role is pivotal in ensuring that staff are equipped with the skills and knowledge to optimize booking processes and achieve performance metrics. Collaborate with department leaders, utilize innovative training methods, and manage knowledge systems to foster a culture of continuous improvement. If you're passionate about coaching and mentoring in a dynamic environment, this opportunity is perfect for you.

Benefits

Flexible time off

RRSP contribution matching

401k matching

Discounts at hotels and attractions

Qualifications

• 3-5 years in reservations or customer service, with training experience.
• Bachelor’s degree in relevant field or equivalent experience.

Responsibilities

• Develop and implement training programs for new hires and ongoing staff.
• Assess training effectiveness and provide ongoing support to team members.

Skills

Communication Skills

Presentation Skills

Organizational Skills

Time Management

Analytical Skills

Education

Bachelor’s degree in Hospitality

Bachelor’s degree in Business

Bachelor’s degree in Education

Tools

LivePro

E-learning platforms

Job description

What will be your daily pursuit?

The Central Reservations Training Manager is responsible for developing, implementing, and overseeing the training programs for the Central Reservations team. This role ensures that all team members are well-equipped with the knowledge, skills, and tools necessary to deliver exceptional customer service, optimize booking processes, and achieve key performance metrics. The Training Manager collaborates closely with department leaders to assess training needs, develop curriculum, and ensure consistent execution of training initiatives across the organization. Additionally, the Training Manager will oversee the management of the LivePro knowledge management platform to ensure accurate, accessible, and up-to-date information is available to all team members.

This role is based in one of the following office locations: Banff, AB; Jasper, AB; Calgary, AB; Anchorage, AK; Columbia Falls, MT. Some travel to and from other locations will be required.

What will your compensation be?

Pursuit offers a full suite of benefits, including flexible time off, an RRSP contribution matching plan (Canada) or a 401k matching plan (US), and discounts at our hotels, restaurants, and attractions.

What will you do in this job?

Training Program Development:

• Design and develop comprehensive training programs for new hires and ongoing staff development.
• Create training materials, including manuals, e-learning modules, and job aids, tailored to various learning styles and needs.
• Stay updated on industry trends, reservation systems, and customer service best practices to incorporate into training programs.

Training Delivery:

• Conduct onboarding sessions for new hires to ensure they are fully prepared to handle reservation systems and customer interactions.
• Facilitate regular training sessions, workshops, and refresher courses to keep staff updated on new policies, procedures, and technologies.
• Utilize various training methods, including in-person sessions, virtual training, and self-paced learning modules.

Performance Monitoring and Support:

• Assess the effectiveness of training programs through evaluations, feedback, and performance metrics.
• Work closely with supervisors and managers to identify skill gaps and areas for improvement within the team.
• Provide ongoing support and coaching to team members to help them achieve individual and team goals.

Collaboration and Communication:

• Liaise with the IT department to ensure training on new systems and software is integrated into the overall training program.
• Collaborate with other departments, such as Sales and Marketing, to align training programs with broader organizational goals.
• Communicate regularly with the Central Reservations leadership team to provide updates on training initiatives and progress.
• Serve as a mentor and resource for CRES team members, fostering a culture of learning and continuous improvement.
• Support the implementation of new systems, processes, and tools, ensuring smooth transitions and adoption through targeted training.

Documentation and Reporting:

• Maintain accurate records of training sessions, attendance, and employee progress.
• Prepare regular reports on training outcomes, employee performance, and areas needing further development.
• Ensure that all training materials and documentation are up to date and accessible to team members.

What skills and experience do you need for this job?

• Education: Bachelor’s degree in Hospitality, Business, Education, or a related field (or equivalent experience).
• Experience: Minimum of 3-5 years of experience in a reservations or customer service environment.
  • Prior experience in training, coaching, or mentoring staff.
  • Experience managing knowledge management systems (e.g., LivePro) is highly desirable.
• Skills: Strong communication and presentation skills, with the ability to engage diverse audiences.
  • Excellent organizational and time-management abilities.
  • Ability to develop creative and engaging training materials.
  • Proficient in using e-learning platforms and training tools.
  • Strong analytical skills to assess training effectiveness and make data-driven decisions.
• Attributes: A passion for coaching, mentoring, and empowering teams to excel.
  • Ability to work collaboratively in a fast-paced environment.
  • Flexibility to adapt training programs to meet the evolving needs of the business.

This job description describes this role at a high level, but no document can anticipate every single task, issue, or project that could come up. We work as a team and believe that we succeed together – these job duties may change based on the needs of the team and company as a whole.

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.

What will your work environment be like?

We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; our team members included.

Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Vancouver, Reykjavík, Las Vegas, and Chicago.

EEO

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 places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team! We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at [e-mail]. We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted.