Supervisor, Global Partner Operations

Brewster Inc.; Calgary; On-site; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Join an inclusive global team and make

Free access to Pursuit attractions and

Discounts on hotel stays, dining, and

Job summary

Pursuit seeks a Global Partner Operations Supervisor to lead a busy reservations team across hotels, attractions, transportation and F&B. You will coach staff, balance inventory with business priorities, and resolve escalations while maintaining service standards for travel trade and MICE partners.

The role requires strong English communication, hands-on leadership, and experience with reservation systems. It is based in a fast-paced, seasonal environment, with collaboration across

Qualifications

• 2+ years in a high-volume reservation, hospitality, or customer service environment with lead or supervisory experience.
• Ability to lead, coach, and develop a team while staying hands-on with reservations.
• Experience managing workforce needs including scheduling and capacity management.
• Strong knowledge of reservation systems and ticketing platforms.
• Ability to interpret KPIs and coach teams toward improved accuracy and service levels.

Responsibilities

• Oversee daily Partner Operations workflows and manage reservations and inventory across lodging, attractions, transportation, and F&B.
• Lead workforce management, scheduling, coverage, and peak-period contingencies.
• Serve as SME for Pursuit systems, provide training, and ensure data accuracy.
• Handle escalations and maintain strong partner relationships with key travel trade and MICE partners.
• Collaborate with managers to align priorities and maintain SOPs and KPI tracking.

Skills

Leadership

Coaching

Reservation systems

Communication

Tools

Reservation platforms

Booking engines

Job description

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world‑class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable.

About the Role

The Global Partner Operations Supervisor is a hands-on people leader who supports a reservations team managing partner bookings across Pursuit’s portfolio of hotels, attractions, transportation, and food and beverage outlets. The role ensures accurate, timely support while balancing each business’s priorities, inventory, and operational needs. Working alongside the team every day, the Supervisor coach's employees, coordinates daily priorities, resolves issues, and manages escalations, while handling reservations, phones, and email queues to keep service standards consistent and partner relationships strong. The ideal candidate is detail-oriented, organized, and collaborative, with a service-first mindset, strong communication skills, and confidence in reservation systems. They thrive in a fast-paced, seasonal environment and lead by example to deliver reliable, partner-focused support.

Key Responsibilities

• Operations

  Oversee daily Partner Operations workflows, ensuring travel trade and MICE partner requests are handled accurately, efficiently, and in line with service standards. Ensure reservations and inventory are managed accurately from initial inquiry to final touchpoint across assigned revenue disciplines (lodging, attractions, transportation, and food and beverage). Stay actively involved in the frontline by answering phones, assisting with email queues, processing reservations, and stepping into where needed to maintain service levels.

• People and Workforce

  Lead workforce management for the team, including scheduling, monitoring daily coverage, and identifying capacity gaps, and activate contingency coverage during peak periods or service disruptions. Coach and develop team members through regular feedback, one-on-ones, and onboarding, supporting individual growth and accountability. Prepare and share regular performance and operational reporting with Partner Operations Managers.

• Systems and Quality

  Serve as a subject matter expert for Pursuit Products and the systems used by the team, supporting troubleshooting, training, and data accuracy. Perform quality assurance checks on reservations, payments, partner communications, and team processes to maintain accuracy, compliance, and partner satisfaction. Identify process gaps and inefficiencies and bring forward practical solutions.

• Partners and Escalations

  Serve as the first point of escalation for the team, resolving complex partner issues promptly and professionally and involving Managers when required. Build strong relationships with key travel trade and MICE partners, acting as a point of contact for escalated or high-priority requests.

• Collaboration

  Work closely with the Partner Operations Managers to align priorities, communicate operational risks, and ensure consistent execution across the team. Partner with the Partner Operations Support Manager to maintain SOPs, training resources, and best practices, and to review KPI performance and trends.

Qualifications

• 2+ years of experience in a high-volume reservation, hospitality, or customer service environment, including experience in a lead, supervisory, or team coordination capacity.
• Demonstrated ability to lead, coach, and develop a team while staying hands-on, answering phones, working queues, and processing reservations alongside the team.
• Experience managing workforce needs, including creating schedules, monitoring daily coverage and workloads, and adjusting resources to maintain service levels during peak periods.
• Strong working knowledge of reservation systems, booking engines, and ticketing platforms, with the ability to support troubleshooting, training, and adoption.
• Ability to monitor performance, interpret KPIs and SLAs, identify trends, and coach team members toward improved accuracy, service levels, and efficiency.
• Experience handling escalations and difficult partner conversations calmly, with sound judgment and clear knowledge of when to involve leadership.
• Strong attention to detail and comfort with quality assurance, including reviewing reservations, payments, and partner communications for accuracy and compliance.
• Proven ability to drive change management by communicating expectations clearly, building team buy-in, and reinforcing new processes through follow-up and coaching.
• Continuous improvement mindset, with a track record of identifying process gaps and proposing practical solutions.
• Service-first, hospitality mindset toward partners, guests, and colleagues.
• A sense of urgency and professionalism in a fast-paced, dynamic, and seasonal environment.
• Ability to collaborate effectively with cross-functional and geographically dispersed teams.
• Excellent written and verbal communication skills in English.
• Comfort working with reports and dashboards to track performance and support decision-making.
• Availability to work weekends, holidays, and extended hours as business needs require.

Pursuit will make any reasonable accommodation to help a person with disabilities perform their job.

This job could be based in Canada or the US and legal ability to work in both is required.

Candidates must be legally authorized to work in the country where the position is based.

This job description describes this role at a high level, but no document can anticipate every single task, issue, or project. We work as a team and believe that we succeed together - these job duties may change based on the needs of the team and company priority as a whole. To handle this job successfully, any person hired must be able to perform responsibilities as described.

About Us

We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included. Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica. Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions-led hospitality, consistently generating revenue and delivering value to our shareholders.

What will your work environment be like?

At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun. Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories.

Pursuit PERKS

• Join an inclusive, global team and make life-long connections
• Enjoy free access to Pursuit attractions and 50% off for friends
• Get discounts on hotel stays, dining, and retail
• Access subsidized mental health and wellness resources

Equal Employment Opportunities Information Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics.

We are working to eliminate barriers for applicants and team members from equity-deserving groups.

We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team!

We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly.