Reservation Agent, Global Call Centre

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.

ROLE & RESPONSIBILITIES
You will make, maintain, and change reservations for all Pursuit owned Hotels, Attractions, Transportation
Handle inbound and outbound customer calls with professionalism, empathy, and efficiency
Process reservations, changes, and cancellations in line with company policies
Resolve guest issues or concerns promptly, escalating complex cases to supervisors as needed
Cross-sell or upsell relevant services and experiences to enhance the guest's journey
Maintain accurate reservations and information in reservation system
Maintain up-to-date knowledge of company offerings, policies, promotions, and regional differences through knowledge management system Live Pro
Meet or exceed performance metrics including revenue growth, customer satisfaction, call resolution, cross sell / upsell production, and response time
Assist guests with questions all while maintaining a high level of customer service
Communicate effectively with internal departments to ensure seamless guest experiences

REQUIRED SKILLS & QUALIFICATIONS
1-2 years' experience working in a call centre environment is preferred
Excellent verbal and written communication skills in English; fluency in additional languages considered an asset
Mature and possess a proven ability to work independently within a fast-paced team environment
Familiarity with reservation systems (e.g., Opera, Sabre, Salesforce, etc.) and CRM tools is highly desirable
Strong problem-solving abilities and a positive, empathetic attitude
Ability to work in a fast-paced, team-oriented environment with flexible shifts (including weekends and holidays)
Familiarity with reservation systems (e.g., Maestro, Pacific, Ventrata, RTP, etc.) and CRM tools is highly desirable
Comfortable using computers, multiple digital platforms, chat tools, and telephony systems
To honour our commitment to be "Always Honest" all employees must consent to a criminal record check

The starting wage for this role is $18.50

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, Vancouver, Reykjavík, Costa Rica, Las Vegas, and Chicago.

Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P Small Cap 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 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…