Guest Service Specialist, Reservations

Start Dates: To be trained in March for April 2026
Work Hours: Seasonal, Full-time + Part-time roles available, 7.5 hour shifts
Location: Downtown Vancouver
Wages: $19.00 per hour + pooled commission

As a Guest Service Specialist in our Reservations team, your primary responsibility is to handle guest inquiries, facilitate bookings, and support sales of our tours and attraction products through phone and email communication. You’ll provide accurate information, assist with reservations, and build warm professional relationships with guests, hotel partners, and tour companies. This role is ideal for someone who is people-focused, detail-oriented, and passionate about delivering exceptional service, while thriving in a fast-paced contact centre environment.

Positions are based in our Gastown office.

• Selling and bookings tours and experiences accurately for guests, our street sales team, hotel concierges, and tour operators through our online reservation system
• Maintaining comprehensive phone coverage
• Responding professionally to enquiries about tour information via phone and email
• Providing a high level of personalized guest service and establishing a rapport with hotel and travel agents
• Managing reservations on OTA reservation systems such as Viator, GYG, Expedia
• Handling guest complaints and concerns through various communication channels
• Working with other team members and management to prevent and solve issues as they arise
• Communicating with Dispatch/Operations team for day-to-day tour activities including hotel pick ups
• Supporting the Street Sales team with rescheduling, price adjustments, and refunds
• Elevating guest service issues to management as needed
• Keeping updated with current tour details, schedules, pick‑up times, and hotel locations

• You have previous experience working in a sales/guest service/call centre environment
• You can work a flexible schedule and are available to work evenings, weekends, and holidays
• You have a pleasant and professional phone manner, possessing superior guest service skills
• You bring excellent interpersonal and active listening skills
• You possess excellent verbal and written communications skills
• You have administrative, problem solving, attention to detail, and time management skills
• You work well independently and as part of a team
• Post‑secondary training or work experience in tourism or hotel management is an asset
• You have in‑depth knowledge of Vancouver, Whistler and Victoria is an asset
• You have familiarity with online booking engines (not required but a bonus!)
• You are proficient in Microsoft Office

• Paid training
• An experienced, driven and supportive Leadership team
• Company social events (BBQ’s, Summer and Christmas Staff events)
• Free admission & discounts for you and a guest to 90+ attractions through the Tourism Privilege Pass
• Central downtown Vancouver office with easy access to all transit routes
• Internal and external recognition programs for fun awards and prize opportunities
• Invitations to VIP tourism industry events, networking opportunities and familiarization tours
• The little things like free coffee, tea, hot chocolate, and water (available in‑office)

Please include a Cover Letter when submitting your Resume.

Join the team at Big Bus Tours Vancouver Westcoast Sightseeing! We operate Vancouver’s Double Decker Hop‑On Hop‑Off tours, as well as guided tours to Downtown Vancouver, Whistler, Victoria, and the North Shore.

We have been a Top Nominated Company at the Vancouver Tourism Awards for three years in a row since 2023! The rise to the top is a testament to our team’s unwavering commitment to excellence and the exceptional efforts of our team who consistently go above and beyond to provide unparalleled tour experiences for our guests.

We are an equal opportunity employer committed to equity, diversity, and inclusion. We strive to maintain a workplace that welcomes and values people of all backgrounds, identities, and abilities.

BBTVWCS respectfully acknowledges that our offices are located on the unceded traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil‑Waututh) Nations.