Global Reservations Supervisor

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.

The role Leads a Global reservations team to deliver high-quality guest service. Oversees scheduling, performance, and daily operations. Ensures booking accuracy and compliance with policies. Handles escalations and service recovery. Supports training and continuous improvement.

Lead a Team. Shape the Guest Experience. Build Something Global.

Pursuit is a hospitality and attractions company that connects guests and staff to iconic places through unforgettable and inspiring experiences and strives to become the world’s leading provider of experiential adventure travel.

As a Global Reservations Supervisor , you’ll lead a team of reservation agents assisting guests with destination travel experiences across North America—from Banff to Montana, Alaska and beyond! You’ll play a key role in building and supporting a modern, global contact center model, using the latest tools and technology to elevate both guest experience and team performance.

This role offers a unique combination of leadership, flexibility, travel opportunities, and lifestyle benefits - perfect for someone who wants more than just a traditional operations and contact center role!

What Makes This Role Exciting Hybrid Work Model:

This role offers the flexibility to work 3 days in office and 2 remote

Travel Perks:
Access exclusive employee discounts across hotels and attractions (significantly reduced rates in premium destinations like Banff and beyond)
Be Part of Something New:
Help build and shape a global contact center model across multiple geographies

Tools & Technology:
Work with evolving platforms including Inntopia and AI-supported systems

Career Growth:
Strong opportunity to grow within a dynamic, expanding organization

Location & Travel Requirements Open to candidates based in Alberta, Canada This roles offers flexibility to work 3 days in office and 2 remote

Ability to travel as required to other Pursuit locations

Valid passport required for travel to the United States

What You’ll Do:

Lead & Develop Your Team Coach, mentor, and support a team of Reservations Agents across phone, chat, and email

Lead regular 1:1s focused on performance, development, and engagement

Build a strong, accountable, and positive team culture

Run the Day-to-Day Operation Create and manage team schedules in partnership with Management Monitor real-time queues and adjust coverage to meet service levels

Oversee timekeeping and payroll accuracy

Deliver Exceptional Guest Experiences Model and reinforce service standards across all channels

Step in to support guest interactions during peak periods

Use Data to Drive Results Track and manage key KPIs (service levels, AHT, conversion, revenue, QA)
Identify trends and recommend improvements

Share clear, actionable insights with leadership

Support a Global Operating Model Help transition teams to a multi-geo, global support model

Reinforce consistent processes, tools, and service delivery

Support rollout of new systems and continuous improvements

Tackle a variety of diverse workloads daily

Qualifications and Competencies for Success:

Required3+ years in hospitality, travel, guest service, or contact center environments

Previous experience as a lead, senior agent, or supervisor

Strong verbal and written communication skills

Comfortable working across multiple systems and tools

Ability to work flexible hours, including evenings and weekends

Strong commitment to working as a team with an ability to foster strong working relationships

Resourceful, adaptable, resilient, and having a strong sense of self-awareness

Ability to organize and prioritize…