Reservations Coordinator

Schweitzer; Blue River; On-site; CAD 32,000 - 36,000; Full time

Benefits offered by this job

Subsidized staff accommodation

Fitness center

Employee Assistance Program

30% off retail items

Health and Dental and RRSP after 3 mo.

Staff meal plan

Discounted hotel rates

Job summary

Mike Wiegele Helicopter Skiing, Blue River, BC, is seeking a Reservations Coordinator to manage day-to-day reservations, guest inquiries, and payments while ensuring accurate data and exceptional service.

The role requires 3–5 years in customer service or reservations, fluency in English, knowledge of resort booking software and CRM, and a willingness to learn. Compensation includes an hourly wage with benefits and opportunities in a year-round team.

Qualifications

• 3–5 years of experience in customer service, reservations, and sales.
• Strong knowledge of hospitality industry principles and procedures.
• Excellent written and spoken English; German is a plus.

Responsibilities

• Manage day-to-day reservations and guest data accuracy in the system.
• Handle guest inquiries via phone, email, and in person and assist with bookings and discounts.
• Post payments, issue receipts, and maintain weekly reservation reports.
• Keep reservations software modules up to date and coordinate with other departments.
• Provide timely follow-up to guests and manage rebooking opportunities.

Skills

Customer service

Sales experience

Communication skills

Conflict resolution

Education

Certificate or diploma in related field

Tools

Resort booking software

CRM software

Microsoft Teams

Excel

Job description

Year Round About the Company

When you work at Mike Wiegele Helicopter Skiing you become part of a larger family of motivated people who thrive in a natural environment that promotes safe practices and good health. At Mike Wiegele Helicopter Skiing we know that our employees are our most valuable asset. Our wages are highly competitive, and our subsidized housing and food services mean that our employees can save money while working in Blue River throughout the year. We offer opportunities for advancement in all departments and ensure that each employee is supported in their effort to provide excellent customer service every day. Our culture is built on positive attitudes, ambition, and a passion for skiing. Whether you join us for an amazing seasonal experience or join our team in a year-round career capacity, employment at MWHS is the experience of a lifetime.

Position

Reservations Coordinator

Type: Full Time, Year Round

Location: Blue River, BC

Reports to: Sales & Guest Relations Manager

Overview

Directly responsible for administrative and reservations related functions within the Reservations Department. Responsible for serving customers via the telephone, email, and in person. Accountable for dealing with guest inquiries, bookings, and requests. Ensure communication flow is maintained for relevant issues to all interested parties. Assist with weekly reports.

Responsibilities

The Reservations Coordinator is responsible for the functions and activities occurring during the day-to-day business in the reservations department. Know products and services & be an information expert. Maintain awareness of new products and services, and competitor activities. Maintain guest data bank by entering potential guests, updating existing guest profiles, adding notes & special requests that pertain to any department. Maintain accurate guest reservations including but not limited to package type, dates and ski days, price, number of people, applicable incentives and discounts, accurate tax, adding notes & chalet, guide, and other special requests that pertain to any department, and arrival forms. Periodically check for missing information. Assist in maintaining and updating reservations computer modules and databases including RDP and other applicable software systems.

Communication: Extensive guest correspondence through phone management (answering, making calls, follow-up on voicemails) for the Reservations department lines and direct phone line. It is crucial that all calls are answered promptly and with enthusiasm. Email management of personal and shared accounts. Actively participate in timely communication and follow-up to guests and potential guests. Exceed guest expectations and anticipate guest needs to leave (potential) guests feeling cared for and with the \"Feel Good Factor\".

Payments: Receiving and posting payments. End of the day cash out report. Ensure reservation discounts are applied at correct times (at time of booking vs. after full payment). Mailing out payment reminders to secure payments are received by due dates. Within 1 week of the deposit deadline. 2 weeks prior to Full Payment deadline. Follow up on overdue payments. Release \"on hold\" reservations when payments are not received and confirming the release with guests. With manager approval, a payment extension can be provided. If applicable, offer seats to guests on the waitlist or notify colleagues with guests on the waitlist.

Follow up: Follow up with guests that have credits on file to generate more bookings. Follow up mid-summer, at the start of the season, and mid-season to encourage guests to use the credit for a trip. At the end of the season, forfeit the credit and inform the guest of this. With manager approval, an extension for the credit deadline can be provided. Inform the guest of this, if applicable. Follow up with guests within 1 week of their departure. Set up re-bookings and confirm with guests. Contact remaining guests to thank them for their stay, ask for feedback on experience, and reiterate rebooking incentive(s) and deadline as well as other applicable incentives. Participate in annual spring follow up after the season ends through calls and emails. Follow up with guests that have not rebooked for a future trip. Follow up with inquiries that did not materialize in a booking.

Crisis Management: Ensure no unauthorized communication with the media. Emergency Response: participate in emergency planning, emergency simulations, and possible real-life emergencies as part of the emergency response plan.

Anticipate Guest Needs - Always look for ways to serve our clientele more than they expect. In doing so, it helps them to know that you care, and it will leave them with the \"Feel Good Factor\" that we are searching for.

Liability Waiver Management (10 weeks prior to guests' arrival).

Qualifications

3 to 5 years of experience in customer service, reservations, and sales. A certificate or diploma in a related field is preferred. Experience in all aspects of customer service. Strong working knowledge of hospitality industry principles, methods, practices, and techniques. Exceptional conflict resolution, negotiation, and objection handling skills. Able to respond quickly in a dynamic and changing environment. Highly flexible, with solid interpersonal skills that allow one to work effectively in a diverse working environment. Able to build and maintain lasting relationships with corporate departments, key business partners, and guests. Demonstrated knowledge of sales practices, and exceptional customer service and sales skills. Professional email and telephone communications and the ability to effectively close sales and provide customer service via both incoming and outgoing calls. Able to effectively communicate both verbally and in writing. Ability to coordinate and organize meetings, exhibits, and other events. High level of proficiency with resort booking software, customer relationship management software, and Microsoft Teams and Excel. Must have a strong knowledge of written and spoken English. Knowledge of a second language (preferably German): spoken & written is an asset. Ski industry knowledge. Dynamic and energetic personality.

Working Conditions

Some travel may be required. Manual dexterity required to use desktop computer and peripherals. Lifting or moving up to 20lbs may be required. Long hours of work, putting in additional time, may be required to meet business needs (overtime as required).

Benefits of Employment

• Subsidized staff accommodation in private or shared residence
• Fitness center
• Family and friends' discounts
• In-house training and development programs
• Employee Assistance Program
• 30% off retail items in our specialized boutique
• Eligible for Health and Dental and RRSP after 3 months
• Additionally, During Winter: Staff meal plan
• Discounted rates at various hotels in Kamloops, Jasper, and Vernon
• Staff rate for on-site massage therapy
• Opportunities to helicopter ski
• Ski passes to Marmot Basin in Jasper, AB
• World Renowned IKON/AMC Ski Pass Guaranteed adventure!

Compensation

$23-26 per hour based on experience and qualifications

About the Company

Mike Wiegele Helicopter Skiing is a Canadian Company dedicated to supplying the finest skiing experience in the world. Guests come from around the world to ski in an area known for its powder skiing. Since 1970, Mike Wiegele Helicopter Skiing has been committed to the \"soul\" of skiing. We are also committed to integrating research and training into every aspect of our operation, from safe travel in the mountains to professional service within every department of the resort.