Job Description
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 multiple systems and tools
- Ability to work flexible hours, including evenings and weekends
- Strong commitment to working as a team with an ability to foster strong working relationships
- Resourceful, adaptable, resilient, and having a strong sense of self-awareness
- Ability to organize and prioritize multiple tasks in a fast-paced environment
- Excellent hospitality mindset and guest service skills, including dedicated service to “internal customers”
Preferred
- Experience with platforms such as Inntopia, Five9, or similar
- Scheduling, workforce management, or payroll experience
More Than a Job - A Lifestyle Opportunity!
- This role is ideal for someone who:
- Is a self-starter and wants flexibility and balance, not just a fixed schedule
- Is energized by travel, hospitality, and guest experience
- Values real perks like discounted stays and experiences
- Is looking to grow their leadership career in a modern, evolving environment
Ready to lead, grow, and be part of something bigger? We want to hear from you! Apply today!
About Us:
We're more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.
Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination-worthy locations in Alaska, Montana, the Canadian Rockies, Reykjavík and Costa Rica.
Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions-led hospitality, consistently generating revenue and delivering value to our shareholders.
What will your work environment be like?
At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun.
Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories
PURSUIT PERKS
Join an inclusive, global team and make life-long connections
Enjoy free access to Pursuit attractions and 50% off for friends
Get discounts on hotel stays, dining, and retail
Access subsidized mental health and wellness resources
Equal Employment Opportunities Information
Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team! We are working to eliminate barriers for applicants and team members from equity-deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at [email protected].
We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly.