Reservations Agent (Casual)

Canadian Rocky Mountain Resorts Ltd; Calgary; On-site; CAD 22,000 - 30,000; Part time

Benefits offered by this job

Complimentary stays

Staff rates

Employee Benefits Program

Food & beverage discount

Growth opportunities across properties

Job summary

Canadian Rocky Mountain Resorts (CRMR) is seeking a Reservations Agent to support guest inquiries and booking accuracy across our Banff, Lake Louise, and Yoho properties. This casual, part-time role involves 7.5–24 hours weekly, with potential additional hours during training.

You will collaborate with Reservations, Front Office, Revenue and Sales teams to ensure precise reservations, optimal packages, and exceptional guest experiences while contributing to revenue objectives.

Qualifications

• Experience in reservations, hospitality, tourism, or customer service preferred.
• Excellent guest service and communication skills when handling telephone inquiries.
• Strong organizational skills to manage multiple priorities.

Responsibilities

• Respond to guest inquiries by phone, email, and other channels in a professional, timely manner.
• Create, modify, and confirm reservations with accuracy of rates, room types and packages.
• Promote accommodations, packages, and experiences to support revenue goals.

Skills

Customer service

Reservations

Communication

Education

High school diploma

Tools

Opera Cloud

Job description

CRMR is a family-owned Canadian hospitality company operating a collection of iconic mountain properties across the Canadian Rockies, including Buffalo Mountain Lodge in Banff, Deer Lodge and Post Hotel & Spa in Lake Louise and Emerald Lake Lodge in Yoho National Park. We are dedicated to delivering world-class dining, hospitality and service in some of the most breathtaking landscapes Canada has to offer.

Perks & Benefits:

• Complimentary stays at our sister lodges
• Staff rates at all CRMR properties
• Employee Benefits Program
• Discount on food and beverages at our hotel dining outlets
• Opportunities for growth and advancement across our properties

To provide exceptional guest service throughout the reservation process by delivering accurate information, responding to guest inquiries, and creating memorable first impressions of Canadian Rocky Mountain Resorts (CRMR). Working collaboratively with the Reservations Supervisor, Reservations Manager, and Revenue Department, the position supports revenue objectives by promoting appropriate accommodations, packages, and experiences while ensuring reservation accuracy and operational excellence. The Reservations Agent contributes to a positive team environment through professionalism, attention to detail, continuous learning, and a commitment to service excellence.

** This is a casual position offering approximately 1–3 shifts per week (7.5–24 hours), with additional hours possible during training.**

Duties and Responsibilities

Guest Service & Reservations

• Respond to guest inquiries by telephone, email, and other communication channels in a professional, timely, and courteous manner.
• Create, modify, and confirm reservations while ensuring accuracy of guest information, rates, room types, packages, and special requests.
• Provide knowledgeable recommendations regarding accommodations, resort amenities, packages, services, and surrounding destinations.
• Resolve routine guest inquiries and refer complex concerns to the appropriate team member.

Sales & Revenue Support

• Promote room upgrades, packages, promotions, and guest experiences.
• Ensure reservations are entered accurately and in accordance with revenue strategies, policies, and booking guidelines.
• Assist with reservations-related administrative and revenue support activities as assigned.

Reservation Accuracy & Administration

• Maintain accurate reservation records and guest communications.
• Process gift certificates, reservation updates, and correspondence.
• Identify and communicate reservation discrepancies to the Reservations Supervisor.

Team Collaboration & Communication

• Work collaboratively with Reservations, Front Office, Revenue, Sales, Marketing, and Operations.
• Maintain professional communication with guests, travel agents, wholesale partners, and OTA partners.
• Contribute to a positive, collaborative team environment.

Continuous Improvement

• Maintain current knowledge of CRMR properties, services, packages, promotions, procedures, and local attractions.
• Participate in training and continuous improvement initiatives.
• Follow Standard Operating Procedures (SOPs) and recommend process improvements.
• Pursue cross-training opportunities to broaden knowledge of reservations, revenue management, distribution, and hospitality operations while preparing for future career advancement within CRMR.

Qualifications

• Previous experience in reservations, hospitality, tourism, or customer service preferred.
• Excellent guest service and communication skills while handing telephone inquiries.
• Proficient organizational skills to handle multiple priorities.
• Experience with reservation or property management systems is an asset; in particular Opera Cloud.
• Proficiency with Microsoft Office and general computer systems.
• Ability to work independently and collaboratively.
• Knowledge of the Canadian Rockies is considered an asset.
• High school diploma or equivalent.

Please note that only applicants selected for further consideration will be contacted.

Canadian Rocky Mountain Resorts (CRMR) is committed to building a workplace where everyone can succeed and belong. As Bow Valley Workplace Inclusion Charter signatory, we are working to build a diverse, equitable, and inclusive team environment. We value a wide range of skills, experiences, and backgrounds; and encourage all qualified candidates to apply. CRMR is continuously evolving our systems and practices to remove barriers so all equity seeking groups can succeed.

If you can’t apply online or request accommodation during the application or hiring process, please contact our Human Resources Department at 1-403-441-0375.

We look forward to receiving your application.