Reservations & Sales Lead

Do you have a deep passion for guest experience and a talent for turning inquiries into unforgettable adventures?

Radventures is seeking a Reservations & Sales Lead to build, lead, and elevate our reservations functions while driving meaningful revenue growth through world-class guest engagement. In this high-impact, hands-on leadership role, you will work closely with guests, your team, and other departments to maintain service excellence, optimize sales opportunities, and continuously improve processes across our growing business to ensure exceptional guest experiences.

Company Overview:

Surrounded by Banff National Park's peaks, Radventures has quickly become a premier adventure tour operator in the Canadian Rockies. Since 2020, we have grown rapidly by delivering exceptional guest experiences and fostering a company culture built on connection, fun, and results.

Position Overview:

In this Reservations & Sales Lead role, you will be responsible for:

- Leading and motivating the reservations team to consistently achieve guest satisfaction and revenue goals
- Ensuring all guest inquiries are answered promptly and professionally across all channels
- Driving revenue through proactive sales, add-ons, and inquiry follow-up
- Implementing and refining systems and workflows to maximize efficiency and conversion
- Collaborating with Marketing and Operations to align guest communications, promotions, and overall experience strategies

This role is ideal for someone who combines hands-on customer service, sales acumen, and team leadership with the ability to take ownership of results and performance metrics.

Key Responsibilities:

Guest Engagement & Sales Leadership:

- Serve as the primary point of contact for guest inquiries across all channels: phone, email, website chat, social media, and third-party booking platforms
- Set the standard for guest communication, ensuring every interaction reflects Radventures' commitment to exceptional experiences
- Drive revenue through proactive upselling, cross-selling, and follow-up on inquiries and leads
- Collect and respond to guest feedback, ensuring issues are resolved effectively

Team Leadership & Performance:

- Recruit, train, mentor, and oversee the reservations team
- Establish team sales goals, monitor performance metrics, and ensure targets are consistently met
- Lead by example, balancing hands-on reservations work with team management responsibilities
- Provide regular feedback and development guidance to maintain high team standards

Systems, Tools & Process Development:

- Implement and manage workflows and digital tools to improve efficiency and conversion
- Adapt to and utilize technology effectively across reservations, CRM, and sales systems
- Identify opportunities to streamline processes and enhance the guest experience
- Ensure data, reporting, and conversion tracking support performance objectives

Collaboration & Strategy:

- Work closely with Marketing and Operations to align guest communications, promotions, and campaigns
- Share guest insights, feedback, and trends to inform strategic decisions
- Support group sales and operational teams as needed to ensure seamless guest experiences

Problem Solving & Conflict Resolution:

- Handle guest issues and conflicts calmly, professionally, and with a solutions-focused approach
- Identify root causes and implement improvements to prevent recurring issues
- Support team members through performance or interpersonal challenges with a fair, respectful, and solutions-oriented approach

Your Unique Traits:

- Results-driven, with a strong focus on guest satisfaction and revenue performance
- Confident, professional communicator across multiple channels
- Comfortable balancing hands-on work with team leadership and strategic thinking
- Strong organizational skills, detail-oriented, and proactive in improving systems and workflows
- Collaborative and adaptable, thriving in a fast-paced, seasonal environment
- Motivated by coaching and developing others while maintaining a strong connection to guests
- Genuine enthusiasm for sharing the Canadian Rockies, outdoor adventure, and creating memorable experiences for others

Requirements:

- Proven leadership or team management experience in a service or sales environment
- Significant experience in reservations, tourism sales, or hospitality management (e.g., concierge, front desk leadership, or tour sales)
- Strong understanding of the Banff area and Tourism industry
- Demonstrated success in achieving sales targets, upselling, and driving revenue growth
- Experienced using technology to manage reservations, guest communications, and sales workflows
- Excellent verbal and written communication skills
- Strong problem-solving and conflict-resolution skills, with high emotional intelligence
- Ability to collaborate effectively with Marketing, Operations, and Group Sales teams
- Commitment to delivering exceptional guest experiences while meeting business objectives

Position Type, Hours & Location:

- Full-time, year-round position based at our Banff office
- Flexibility to accommodate seasonal workload fluctuations; occasional weekends, on-call availability, and extended workdays during peak periods may be required to support your team and deliver exceptional guest experiences
- Position begins in early 2026, with the initial months focused on building systems, recruiting team members, and preparing the reservations function for a high-volume spring season

Rewards at Radventures:

Compensation:

- Competitive base salary with heavily performance-based commissions and bonuses, providing uncapped earning potential
- Opportunity to directly influence revenue and be rewarded for sales success

Other Benefits & Perks:

- Staff accommodation available
- Group health & dental benefits
- 2 weeks paid vacation per year
- Additional flexible/banked hours to support work-life balance
- Friends & family discounts on tours and experiences
- Work-related pro deals and discounts
- Access to Radventures equipment on days off
- Ongoing professional and personal development opportunities, including leadership and sales training
- The chance to shape and lead a critical function in a growing, entrepreneurial company

We are excited to invite qualified candidates to apply by submitting a resume and cover letter to: reservations@radventurescanada.com

Radventures is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.