Partner Operations Supervisor — Reservations & Escalations

Pursuit Collection; Calgary; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Free attraction access

Friends discount (50% off)

Hotel & dining discounts

Mental health resources

Job summary

Pursuit Collection is seeking a Global Partner Operations Supervisor to lead our reservations team across hotels, attractions, transportation and F&B. You’ll coach staff, manage scheduling, handle escalations, and ensure accuracy from inquiry to final touchpoint.

The role requires strong reservation-system knowledge, excellent communication, and a service-first hospitality mindset in a fast-paced, seasonal environment. Weekend/extended hours may be required.

Qualifications

• Experience leading a team in high-volume reservations or hospitality.
• Ability to coach and develop staff while staying hands-on with work queues.
• Strong understanding of reservation systems, booking engines and ticketing platforms.
• Comfort interpreting KPIs and SLAs to drive improvements.

Responsibilities

• Oversee daily Partner Operations workflows for bookings across lodging, attractions, transportation and F&B.
• Stay frontline by answering phones, assisting with emails, processing reservations and escalations.
• Lead workforce management: scheduling, coverage, and contingency planning.
• Coach team members with regular feedback and onboarding support.
• Prepare and share performance and operational reports with managers.
• Serve as escalation point for complex partner issues and maintain partner relationships.
• Collaborate with cross-functional teams to align priorities and SOPs.

Skills

People leadership

Reservations coaching

Staff scheduling

Performance coaching

Communication

Customer service mindset

Tools

Reservation systems

Booking engines

Ticketing platforms

Job description

Pursuit Collection is seeking a Global Partner Operations Supervisor to lead our reservations team across hotels, attractions, transportation and F&B. You’ll coach staff, manage scheduling, handle escalations, and ensure accuracy from inquiry to final touchpoint.

The role requires strong reservation-system knowledge, excellent communication, and a service-first hospitality mindset in a fast-paced, seasonal environment. Weekend/extended hours may be required.