Global Reservations Supervisor

Global Reservations Supervisor page is loaded## Global Reservations Supervisor locations:
CAN - Remote (Alberta) time type:
Full time posted on:
Posted Yesterday job requisition :
JR101592

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:
**** Required
* ** 3+ 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…