Reservations Manager

Job Description

<h3>Job Description</h3><p>Job Description<p>Salary: $70,000 to $75,000<br /><p>Youll Love Leading in Banff Like This</p><p><br /></p><p>At Discover Banff Tours, we curate once-in-a-lifetime experiences across the Rockies. And as our next Reservations Manager, youll be the strategic glue holding our high-performing reservations team together. From our in-house adventures to white-labeled partnerships, youll oversee the team that books it all, ensuring every guest interaction is seamless, memorable, and driven by connection.</p><p><br /></p><p>Location: Banff, Alberta (Two locations)<br />Schedule: 5 days a week (typically daytime hours, with the exception of filling in when shortstaffed)<br />Team Size: ~15 (scales seasonally)<br />Function: High-volume, multi-brand centralized reservations</p><p><br /></p><p>What Makes This Role Different</p><p>You wont be tucked away to a back office. This is a hands-on leadership role where youll balance oversight of front-of-house (customer-facing) and back-of-house (systems + administration) work. Its fast-paced, high-volume, and full of moving parts.</p><p><br /></p><p>Youll coach, mentor, and guide the team but also roll up your sleeves when needed, whether thats jumping on the phones during a rush, troubleshooting a booking, or supporting a partner. This is leadership by presence, not distance.</p><p><br /></p><p>What Youll Own</p><ul><li>Team Leadership: Manage, mentor, and develop both front-of-house and back-of-house staff handling bookings, service, and sales across multiple brands.</li><li>Sales & Performance: Drive and celebrate sales results, track KPIs, and guide the team through our bonus incentive structure.</li><li>Guest Experience: Elevate first impressions - train your team to be calm, friendly, and focused on helping guests find the right tour or activity.</li><li>Inventory & Systems: Monitor Ventrata and other systems to keep availability accurate, working cross-functionally to optimize yield.</li><li>Training & Development: Build playbooks and decision trees to ramp up new hires quickly and set the team up for independence.</li><li>Strategic Partner Management: Liaise with third-party operators, manage contracts, and keep tour info accurate and up to date.</li><li>Cross-Functional Leadership: Join weekly leadership meetings, collaborate with operations and admin teams, and help shape company direction.</li></ul><p><br /></p><p>The Right Candidate Will Demonstrate on Their Resume:</p><ul><li>3+ years in tourism, reservations, hospitality, or service-based leadership roles</li><li>Experience managing teams in high-volume, high-velocity environments</li><li>Familiarity with booking systems like Ventrata (or similar)</li><li>Evidence of strong communication, scheduling, and operational skills</li><li>Experience with platforms like Humanity, Payworks, or similar tools</li><li>Eligibility to work in Canada without restriction (ideally already based in the Bow Valley)</li></ul><p><br /></p><p>During the Interview Process, Well Be Looking For:</p><ul><li>A calm presence with the ability to lead without micromanaging</li><li>Confidence breaking down problems, communicating solutions, and learning from mistakes</li><li>Ability to teach, mentor, and lead by example</li><li>Growth mindset and willingness to jump in and work alongside the team</li><li>Curiosity, empathy, and skill in empowering others quickly</li><li>High accountability, follow-through, and comfort working closely with leadership</li><li>Love for variety and ability to juggle competing priorities</li></ul><p><br /></p><p>Who Shouldnt Apply</p><p>This isnt the right role if youre looking for:</p><ul><li>A back-office-only management job where youre focused solely on systems and reports</li><li>A seasonal stopover job - were looking for someone ready to make Banff home and grow with the team</li><li>A role where someone else sets the pace - this team needs a confident, hands-on leader</li></ul><p><br /></p><p>The Perks</p><ul><li>Competitive salary: $70,000 $75,000 (based on experience)</li><li>Extended health & dental care</li><li>RRSP matching</li><li>Paid medical and personal days</li><li>Incentive bonus tied to team sales</li><li>Casual dress + industry discounts</li><li>Weekly check-ins with the GM (your voice is heard)</li><li>The Rockies as your backyard - and youll get to experience the tours yourself</li></ul><p><br /></p><p>Ready to take the reins on the most dynamic sales and service team in Banff?<br />Apply with your resume and cover letter in one document. Well be reaching out to candidates who meet the requirements and bring a calm, confident presence to the wild world of reservations.</p></p></p>