Guest Service Specialist, Reservations

Big Bus Westcoast Sightseeing; Vancouver; On-site; CAD 26,000 - 34,000; Full time

Benefits offered by this job

Paid training

Central downtown Vancouver office

Job summary

Big Bus Tours Vancouver Westcoast Sightseeing is seeking a Guest Service Specialist for our Reservations team in downtown Vancouver. The position handles guest inquiries, facilitates bookings, and supports sales of tours and attractions via phone and email.

Roles are seasonal with 7.5 hour shifts across full-time and part-time schedules. You will provide accurate information, build hotel partner relationships, and maintain reservations in OTA systems, thriving in a fast-paced contact centre

Qualifications

• Experience in sales, guest service or call centre environments.
• Flexible schedule including evenings, weekends, and holidays.
• Pleasant, professional phone manner and strong guest-service skills.
• Excellent interpersonal and active listening skills.
• Strong verbal and written communication abilities.
• Administrative, problem-solving, and time-management skills.
• Ability to work independently and as part of a team.
• Post-secondary training or work experience in tourism or hotel management is an asset.
• In-depth knowledge of Vancouver, Whistler and Victoria is an asset.
• Familiarity with online booking engines is a bonus.
• Proficiency in Microsoft Office.

Responsibilities

• Sell and book tours and experiences through the online reservation system.
• Maintain comprehensive phone coverage.
• Respond to inquiries about tour information by phone and email.
• Provide personalized guest service and build rapport with hotel and travel agents.
• Manage reservations on OTA systems like Viator, GYG, Expedia.
• Handle guest complaints and coordinate with Dispatch/Operations.
• Support Street Sales with rescheduling, price adjustments, refunds.
• Keep updated with current tour details, schedules, and locations.
• Collaborate with team to prevent and resolve issues.

Skills

Sales/guest service experience

Flexible schedule (evenings/weekends/H

Phone etiquette

Interpersonal skills

Verbal & written communication

Administrative & time management

Independent and team player

Tourism/hospitality background asset

Online booking engines familiarity

Graphic design basics asset

Local knowledge of Vancouver/Whistler/

Tools

Microsoft Office

Job description

Start Dates: ASAP
Work Hours: Seasonal, Full-time + Part-time roles available, 7.5 hour shifts
Location: Downtown Vancouver
Wages: $19.00 per hour + pooled commission

As a Guest Service Specialist in our Reservations team, your primary responsibility is to handle guest inquiries, facilitate bookings, and support sales of our tours and attraction products through phone and email communication. You’ll provide accurate information, assist with reservations, and build warm professional relationships with guests, hotel partners, and tour companies. This role is ideal for someone who is people-focused, detail-oriented, and passionate about delivering exceptional service, while thriving in a fast-paced contact centre environment. Positions are based in our Gastown office.

YOUR WORK WILL INCLUDE

• Selling and bookings tours and experiences accurately for guests, our street sales team, hotel concierges, and tour operators through our online reservation system
• Maintaining comprehensive phone coverage
• Responding professionally to enquiries about tour information via phone and email
• Providing a high level of personalized guest service and establishing a rapport with hotel and travel agents
• Managing reservations on OTA reservation systems such as Viator, GYG, Expedia
• Handling guest complaints and concerns through various communication channels
• Working with other team members and management to prevent and solve issues as they arise
• Communicating with Dispatch/Operations team for day-to-day tour activities including hotel pick ups
• Supporting the Street Sales team with rescheduling, price adjustments, and refunds
• Elevating guest service issues to management as needed
• Keeping updated with current tour details, schedules, pick‑up times, and hotel locations

WHAT WE WILL LIKE ABOUT YOU

• You have previous experience working in a sales/guest service/call centre environment or in a fast‑paced environment
• You can work a flexible schedule and are available to work evenings, weekends, and holidays
• You have a pleasant and professional phone manner, possessing superior guest service skills
• You bring excellent interpersonal and active listening skills
• You possess excellent verbal and written communications skills
• You have administrative, problem solving, attention to detail, and time management skills
• You work well independently and as part of a team
• Post‑secondary training or work experience in tourism or hotel management is an asset
• You have in‑depth knowledge of Vancouver, Whistler and Victoria is an asset
• You have familiarity with online booking engines (not required but a bonus!)
• You are proficient in Microsoft Office
• Basic graphic design skills is an asset

WHAT YOU WILL LIKE ABOUT US

• Paid training
• An experienced, driven and supportive Leadership team
• Company social events (BBQ’s, Summer and Christmas Staff events)
• Central downtown Vancouver office with easy access to all transit routes
• Internal and external recognition programs for fun awards and prize opportunities
• Invitations to VIP tourism industry events, networking opportunities and familiarization tours
• The little things like free coffee, tea, hot chocolate, and water (available in‑office)

Join the team at Big Bus Tours Vancouver Westcoast Sightseeing! We operate Vancouver’s Double Decker Hop-On Hop-Off tours, as well as guided tours to Downtown Vancouver, Whistler, Victoria, and the North Shore.

We have been a Top Nominated Company at the Vancouver Tourism Awards for three years in a row since 2023! The rise to the top is a testament to our team’s unwavering commitment to excellence and the exceptional efforts of our team who consistently go above and beyond to provide unparalleled tour experiences for our guests.

We are an equal opportunity employer committed to equity, diversity, and inclusion. We strive to maintain a workplace that welcomes and values people of all backgrounds, identities, and abilities.

BBTVWCS respectfully acknowledges that our offices are located on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil‑Waututh) Nations.