Partner Operations Agent

• Serve as the primary point of contact for travel trade and MICE partners via phone and email
• Manage reservations and inventory for lodging, attractions, transportation, and food and beverage
• Perform quality assurance checks on reservations
• Collect, maintain, and process payments within reservation systems
• Assist with complaint resolution and elevate when necessary
• Collaborate with internal departments and onsite operations teams
• Meet and exceed Pursuit Service Standard Level agreements and personal KPIs
• Assist with reservation-related projects and administrative duties
• Create and maintain Standard Operating Procedures (SOPs)
• Identify opportunities to improve reservation processes, system accuracy, and operational efficiency
• Share best practices with the team

• Previous experience in reservations, hospitality, tourism, or customer service is preferred
• Familiarity with reservation systems, booking engines, and CRM platforms such as Salesforce or Delphi is an asset
• Experience with OPERA PMS is a plus
• Comfortable speaking with guests and partners on the phone
• Exceptional attention to detail and accuracy
• Excellent organizational and time management abilities
• Strong written and verbal communication skills in English
• Proficiency in a second language is an asset
• Ability to manage high-volume data entry and correspondence accurately and efficiently
• Ability to work independently and collaboratively in a team environment
• Ability to manage competing priorities in a fast-paced environment
• Ability to collaborate effectively with cross-functional remote teams
• Guest- and partner-focused mindset with commitment to service excellence
• Comfortable learning new systems and troubleshooting technical issues
• Professionalism, flexibility, and a service-first approach in a fast-paced, dynamic, seasonal environment
• Computer literacy and ability to adapt to reservations and ticketing systems
• Legal ability to work in the applicable country without sponsorship or restriction

Demonstrates expertise in managing reservations and inventory within hospitality and tourism, with a strong focus on customer service excellence and operational efficiency. Proficient in utilizing reservation systems and CRM platforms to enhance guest experiences and streamline processes.

• Reservation Management
• Customer Service Excellence
• OPERA PMS Experience
• Attention to Detail
• Cross-Functional Collaboration

• Reservation Systems
• Booking Engines
• Data Entry
• Quality Assurance
• Payment Processing

• Organizational Skills
• Time Management
• Verbal Communication
• Written Communication
• Problem-Solving

• Hospitality
• Tourism
• MICE
• Service Standards
• SOPs

• Salesforce
• Delphi
• OPERA PMS