Reservations Manager

Southwestern Alberta is where you'll find us, in the rugged and legendary Canadian Rockies, Castle is as authentic as it gets. Hard-working, hospitable, and here for the powder — that's what we're all about. With just over 200 employees, we're a small, passionate team of winter enthusiasts, and you'll quickly find you're right at home here. If that sounds like you, we want you on our team.

We're not owned or operated by a large ski conglomerate. Castle belongs to a group of local skiers and riders who are passionate about steep terrain and great snow — and it shows in everything we do. Operational decisions happen right here (head office: the basement of the Day Lodge), while our long-term direction is set by a volunteer board of directors representing more than 200, predominantly local, shareholders.

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Castle Mountain Resort is seeking an experienced Central Reservations Manager to provide senior leadership across our Accommodations and Guest Services functions. This role is responsible for the strategic and day-to-day management of two closely linked teams, ensuring a seamless booking-to-arrival guest experience while driving reservation revenue, occupancy, and service standards resort-wide. As a senior manager, you will lead the Accommodations team and the Guest Services team, including direct oversight of their respective Supervisors, and will act as the primary point of accountability for reservations performance, front-line service delivery, and cross-departmental coordination during peak operating seasons and shoulder periods alike.

Come work with us in the beautiful South Canadian Rockies!

• Health and dental benefits (eligible after 3 months of continuous employment)
• Full mountain season pass. Also eligible for spouse/dependents
• Several employee discounts around the resort
• Wage commensurate with experience
• Full-time, year-round employment (40 hours per week)
• Reciprocals to experience other resorts

• Provide senior management oversight of the Accommodations and Guest Services team, including direct supervision of the Accommodations Supervisor and Guest Services Supervisor
• Set performance expectations, provide coaching, conduct regular check ins, and complete performance reviews for supervisors and, indirectly, their teams
• Lead recruitment, onboarding, and training for reservations and guest services staff in partnership with HR
• Build and manage seasonal staffing plans to align labour with forecasted occupancy and guest volumes
• Foster a collaborative, service-first culture across both teams, resolving cross-team friction points proactively
• Work collaboratively with all resort departments to maintain clear communication, coordinate daily operations, and ensure a seamless guest experience across all areas of the resort

• Oversee the end-to-end reservations process across all booking channels (phone, email, online, OTA/third-party)
• Monitor occupancy, ADR, and booking pace; recommend rate and inventory adjustments in coordination with revenue management
• Maintain accuracy and integrity of the property management system (PMS) and reservations database
• Develop and track KPIs for conversion rate, call/response times, and guest satisfaction scores
• Manage group, corporate, and package bookings, including negotiated rate agreements
• Manage and maintain strong working relationships with private accommodation owners, ensuring effective communication, operational support, and alignment with resort standards and guest experience objectives

• Own the guest journey from booking through check-out, ensuring consistency between reservations promises…