Tour Reservations Manager; Remote - Dispatch, Customer Service, Admin

Job Title:

Reservations Manager (Remote - Tour Operations)

Location:

Remote (Canada-based; Toronto/GTA preferred)

Job Type: Part-time or Full Time, Year-Round, Salaried

Days:
Friday, Saturday and Sunday (part-time schedule) - potential for adding Thursday or Monday also if desired, we can discuss. Approx 5 to 9 hours per day, depending on the season.

We are Toronto’s leading Niagara Falls tour operator, offering day tours and evening tours since 1994. Our team is passionate about delivering exceptional customer experiences, from booking to drop-off. Learn more at  or follow us on Instagram @Queen Tour Niagara .

As the Reservations Manager, you will:

• Respond to customer inquiries (phone, email)
• Coordinate driver and passenger logistics
• Manage bookings through our internal systems
• Provide dispatch support and administrative assistance

You’ll work closely with our operations team to ensure a seamless tour experience for our guests. While this is a remote position, you must be available for urgent inquiries throughout the day. Occasional in-person work in Toronto/GTA (e.g., training, team meetings) may be required. You don't necessarily need to live in Toronto, but you should be able to come when needed for training, team meetings, etc.

We are a very seasonal business. The summers are much busier, and the winters are much lighter.

• Peak Season (March to October + December holidays):
  Higher volume of inquiries, tighter deadlines, and greater urgency in responding to passengers and drivers
• Off-Peak Season (November to March):
  Lower volume of inquiries and more flexibility in scheduling

This job is more of a 'be available, get it done, and do whatever you want throughout the day' type of job. There are certain peak times you need to be very focused, and other times you can be more chilled out. You can work from wherever you want as long as you have our tools set up on your phone and computer, and are mindful of important times and accessible at all times.

General Hourly Breakdown (subject to adjustment):

• 7:00 AM – 11:00 AM - Dispatch and morning support

• Throughout the day - answering email and phone inquiries, supporting drivers/passengers when they call for support

• After 9:00 PM, whenever you want to do it:
Half hour to an hour in the evening for next-day prep

Note:

You'll have additional flexibility during the off-peak season (approx. 4–6 months). We’re open to you stepping away from the computer if you can still promptly handle calls, emails, and dispatch tasks from your phone and ensure availability.

• Customer Service:
  Respond to phone calls, emails, and inquiries
• Driver Support:
  Provide real-time assistance to drivers regarding schedules, pickups, and logistics
• Dispatch Coordination:
  Ensure accurate scheduling, address passenger pickup changes, and prepare daily dispatch lists
• Administrative Tasks:
  Invoicing, booking management, record-keeping, and other related duties
• Daily Prep:
  Finalize next-day pickup lists and handle any urgent evening inquiries (30–60 minutes)

• Organized & Detail-Oriented:
  Able to juggle multiple tasks efficiently
• Strong Communicator:
  Professional email etiquette and clear phone manner
• Self-Motivated:
  Comfortable working remotely and managing your own schedule
• Tech-Savvy:
  Familiarity with online booking systems, messaging apps, and CRM tools
• Problem solver:
  We use a lot of technology to streamline our day. You should be up-to-date with using the latest technology, AI, and be able to figure stuff out on your own
• Flexible:
  Willing to adjust hours during peak season and handle urgent inquiries as needed
• Location Knowledge:
  Familiarity with downtown Toronto and Niagara Falls area (asset)
• Past
  
  Experience:
  
  Dispatching or customer service in tourism/travel is a plus
• Able to manage stress - in peak times, we may have hundreds of people going on tours each day, there may be times when multiple people call in, are lost, etc. so you need to be comfortable and patient
• Salary: $24,000–$34,000 CAD, based on experience, for 3 days - adjusted for 4 days if we end up doing 4 days with you (discuss your preference with the manager)
• Vacation: 4 weeks of paid vacation between November and March
• Remote Work:
  Flexible, with the ability to shape your daily schedule around key responsibilities, except for key dispatch and support times. Feel free to travel and work for parts of the year if you would like, as long as you're responsible.
• $600 Health Spending Account for dental, vision, massages, etc., stipend for officeand supplies, monthly stipend for use of your phone/computer/internet

We'd love to hear from you if you’re an organized, proactive, and customer-focused professional! Please send your resume and a brief cover letter highlighting your relevant experience. We look forward to welcoming you to our team!