Global Reservations Agent, Central Reservations

Pursuit Collection; Banff; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading hospitality company is seeking a Global Reservation Agent to provide exceptional guest support. You will handle inquiries and reservations across various channels while ensuring high customer satisfaction. Ideal candidates possess strong communication skills and experience in a call centre environment. This role offers a unique opportunity to work in inspiring locations, with perks including free access to attractions and discounted accommodations.

Benefits

Access to subsidized mental health resources

Discounted hotel stays

Free access to attractions for staff

Qualifications

• 1-2 years’ experience in a call centre environment preferred.
• Excellent English communication skills; additional languages are an asset.
• Mature, independent, and able to work in a fast-paced team.
• Comfortable with computers and multiple digital platforms.

Responsibilities

• Handle customer inquiries and reservations with professionalism.
• Resolve guest issues and maintain accurate reservation information.
• Cross-sell and upsell services to enhance the customer experience.
• Meet performance metrics for revenue and customer satisfaction.

Skills

Verbal communication

Problem-solving

Customer service

Flexibility

Teamwork

Tools

Reservation systems (Opera, Sabre, etc.)

CRM tools

Job description

What will be your daily pursuit?

The Global Reservation Agent will provide outstanding support and assistance to guests and customers worldwide, handling inquiries, reservations, and issues related to our hospitality venues and attractions. The ideal candidate will deliver world-class service across multiple communication channels including phone, email, and chat.

What perks can you expect?

• Work in a dynamic, culturally diverse team from around the globe
• Work experience in aniconic, unforgettable, and inspiring location
• Free access to Pursuit attractions for staff and family, send a friend at half the price!
• Discounted hotel stays under Pursuit’s lodging offerings, and discounted food & beverage and retail experiences
• The chance to work in aninclusive cultureandmake life-long friends
• Access to subsidized mental health and wellness resources
• Opportunities for career growthor future work atother Pursuitlocations
• Access to one of the world’s most beautiful and iconic National Parks

What will you do in this job?

• You will make, maintain, and change reservations for all Pursuit owned Hotels, Attractions, Transportation
• Handle inbound and outbound customer calls with professionalism, empathy, and efficiency
• Process reservations, changes, and cancellations in line with company policies
• Resolve guest issues or concerns promptly, escalating complex cases to supervisors as needed
• Cross-sell or upsell relevant services and experiences to enhance the guest’s journey
• Maintain accurate reservations and information in reservation system
• Maintain up-to-date knowledge of company offerings, policies, promotions, and regional differences through knowledge management system LivePro
• Meet or exceed performance metrics including revenue growth, customer satisfaction, call resolution, cross sell / upsell production, and response time
• Assist guests with questions all while maintaining a high level of customer service
• Communicate effectively with internal departments to ensure seamless guest experiences

What skills and experience do you need for this job?

• 1-2 years’ experience working in a call centre environment is preferred
• Excellent verbal and written communication skills in English; fluency in additional languages considered an asset
• Mature and possess a proven ability to work independently within a fast-paced team environment
• Familiarity with reservation systems (e.g., Opera, Sabre, Salesforce, etc.) and CRM tools is highly desirable
• Strong problem-solving abilities and a positive, empathetic attitude
• Ability to work in a fast-paced, team-oriented environment with flexible shifts (including weekends and holidays).
• Familiarity with reservation systems (e.g., Maestro, Pacific, Ventrata, RTP, etc.) and CRM tools is highly desirable.
• Comfortable using computers, multiple digital platforms, chat tools, and telephony systems.
• To honour our commitment to be “Always Honest” all employees must consent to a criminal record check

What will your work environment be like?

• Beautiful. You’ll work in iconic, unforgettable and inspiring locations. You’ll see amazing scenery and wildlife. You’ll participate in team events – and fun!
• Our home is filled with trees, lakes and blue-bird skies; rather than buildings, freeways and smog. Connect with friends around a bonfire instead of through WiFi

This job description describes the 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 theteam 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. This job is based in Alberta, Canada. The legal ability to work in Canada is required.

EEO

Equal Employment Opportunity Information

Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, colour, 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.