Job Overview
Moraine Lake Bus Company is adding a Reservations Manager OR Reservations Coordinator (based on applicant experience - see other ad for Reservations Coordinator position) to our summer team.
This role oversees the reservations department for one of the busiest shuttle operations in Banff National Park. We are a fast-growing company with an all-star team, looking for people who are ambitious and get after it.
Moraine Lake Bus Company is Banff's only member of the Alberta Living Wage Network.
This role works most shifts on-site in Lake Louise, with some WFH shifts.
You have run a reservations department before, and are looking forward to the opportunity to do so here. You are enthusiastic, highly organized, and confident designing and improving reservation systems and procedures.
This is a fast-paced job at a small business. All our staff work closely as a team, and all wear many hats. You report directly to the owner, but work most closely with the operations team to ensure shuttles are leaving frequently and full, and marketing team to ensure consistent guest communication across channels.
The ideal candidate must have 5+ years’ experience in a similar role.
Responsibilities:
- Deliver outstanding customer service to guests, and continually demonstrate customer service best practices to entire reservations team by being warm, friendly, knowledgeable and welcoming to all guests over phone, email and in-person.
Oversee all aspects of the reservation process, including handling escalations, managing bookings, confirming reservations, resolving issues or discrepancies, ensuring accuracy, efficiency, and compliance with BMH policies and procedures.
Responsibilities
- Collaborate with other departments, including partnerships, marketing, and operations, to ensure a seamless and consistently excellent guest experience from booking to disembarking, implementing initiatives to enhance guest satisfaction.
- Help implement and manage reservations technology and operational systems
- Train reservations staff on booking platforms and internal systems
- Prepare weekly HR schedule for reservations team
- Prepare and deliver mid-summer reviews for new reservations staff
- Generally be on-site in Lake Louise as much as possible through summer to assist reservation team with issues as they arise, and ensure the continual smooth operation of BMH’s daily reservations systems
- Oversee implementation of reservation technology to respond to customer inquiries
Job Requirements
- You are 'that person' at your current job.
- You care about career advancement, take your job seriously, and work hard.
- You understand that a manager role sometimes requires responsiveness outside normal office hours.
- 5+ years experience in a similar position
- Very strong written and verbal communication skills (English)
- Knowledge of Banff National Park and a basic understanding of the dynamic at Moraine Lake and Lake Louise
- You thrive in a fast-paced environment, and aren't afraid of ambiguity.
- Able to work weekends & holidays
- Computer knowledge/skills (Intermediate)
- Must have reliable transportation to and from Lake Louise
Perks & Benefits
- $86,000/year base compensation
+ Up to $4,000 Summer Performance Bonus
+ Participation in company's Employee Share Ownership Plan (ESOP)
+ $80/month cell phone allowance
+ Fuel reimbursement for commuting expenses
+ Long-term advancement opportunities available for the right candidate.
Staff accommodation available in Banff
Pay: $86,000.00-$90,000.00 per year
Benefits:
- Commuter benefits
- Employee stock purchase plan
- Stock options
Work Location: In person
