Global Reservations Agent, Central Reservations

Pursuit; Banff; On-site; CAD 40,000 - 50,000; Full time

Job summary

A leading hospitality company is seeking a Global Reservation Agent to provide exceptional support to guests and customers. The role involves managing inquiries and reservations while delivering world-class service. Ideal candidates should have prior call center experience and strong communication skills, with the opportunity for growth in an inspiring location such as Alberta's national parks.

Benefits

Dynamic, culturally diverse team

Work experience in iconic locations

Free access to Pursuit attractions

Discounted hotel stays

Inclusive culture

Access to mental health resources

Opportunities for career growth

Access to beautiful national parks

Qualifications

• 1-2 years experience working in a call center environment is preferred.
• Excellent verbal and written communication skills in English; fluency in additional languages is an asset.
• Mature and proven ability to work independently within a fast-paced team environment.
• Familiarity with reservation systems (e.g., Opera, Sabre, Salesforce) 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).
• Comfortable using computers, multiple digital platforms, chat tools, and telephony systems.
• Consent to a criminal record check to uphold our commitment to honesty.

Responsibilities

• Make, maintain, and change reservations for all Pursuit-owned Hotels, Attractions, Transportation.
• Handle inbound and outbound customer calls with professionalism, empathy, and efficiency.
• Process reservation 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 the reservation system.
• Keep up-to-date with company offerings, policies, promotions, and regional differences through the knowledge management system LivePro.
• Meet or exceed performance metrics including revenue growth, customer satisfaction, call resolution, cross-sell/upsell, and response time.
• Assist guests with questions while maintaining a high level of customer service.
• Communicate effectively with internal departments to ensure seamless guest experiences.

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 an iconic, unforgettable, and inspiring location
• Free access to Pursuit attractions for staff and family, with 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 an inclusive culture and make lifelong friends
• Access to subsidized mental health and wellness resources
• Opportunities for career growth or future work at other Pursuit locations
• Access to one of the world's most beautiful and iconic National Parks

What will you do in this job

• Make, maintain, and change reservations for all Pursuit-owned Hotels, Attractions, Transportation
• Handle inbound and outbound customer calls with professionalism, empathy, and efficiency
• Process reservation 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 the reservation system
• Keep up-to-date with company offerings, policies, promotions, and regional differences through the knowledge management system LivePro
• Meet or exceed performance metrics including revenue growth, customer satisfaction, call resolution, cross-sell/upsell, and response time
• Assist guests with questions 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 center environment is preferred
• Excellent verbal and written communication skills in English; fluency in additional languages is an asset
• Mature and proven ability to work independently within a fast-paced team environment
• Familiarity with reservation systems (e.g., Opera, Sabre, Salesforce) 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)
• Comfortable using computers, multiple digital platforms, chat tools, and telephony systems
• Consent to a criminal record check to uphold our commitment to honesty

What will your work environment be like

• Beautiful. You will work in iconic, unforgettable, and inspiring locations, surrounded by stunning scenery and wildlife. Participate in team events and have fun!
• Our environment is filled with trees, lakes, and blue-sky days, rather than buildings, freeways, and smog. Connect with friends around a bonfire instead of through WiFi.

This job description provides a high-level overview of the role. Responsibilities may evolve based on the needs of the team and company. To perform successfully, candidates must be able to fulfill the responsibilities as described. Pursuit will provide reasonable accommodations for persons with disabilities. This position is based in Alberta, Canada, and legal work authorization in Canada is required.

Equal Employment Opportunity Information

Pursuit is an Equal Opportunity Employer committed to diversity. We evaluate applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, or other protected characteristics. We value diverse backgrounds and experiences, recognizing their role in fostering creativity and innovation. We encourage eligible individuals to apply and join our inclusive team. If you need assistance applying online or require accommodations during the hiring process, contact our Talent & Acquisition Team. Only selected candidates will be contacted for further consideration.