Operations Manager- Reservations

The role of the Operations Manager
- Reservations will oversee the daily operations and performance of the Reservations department, ensuring all activities are carried out efficiently and accurately. This role includes managing team members, strategic planning, team leadership; with a focus on process accuracy, cross-functional collaboration, and service excellence.

As an Operations Manager, you will drive team performance, identify and implement process improvements, and support cross-department coordination to ensure seamless service delivery to Frontier’s clients and suppliers. This is a full-time, salaried position and reports to the Director of Operations.

**Operations & Oversight**
- Oversee daily operations of the Reservations departments, ensuring alignment with company standards, client expectations, and internal KPIs.
- Coordinate schedules and manage staffing levels to meet both operational and team needs.
- Monitor workflows and suggest process improvements to maximize efficiency, accuracy, and productivity.
- Act as a liaison between reservations, folio, finance, and other departments to ensure cross-functional collaboration.

**Team Leadership & Development**
- Provide leadership, supervision, and mentorship to supervisors and team members.
- Conduct annual performance reviews, probationary evaluations, and ongoing coaching conversations.
- Foster a positive team culture through engagement, communication, and accountability.
- Provide team members with the necessary resources, tools, and support to perform their responsibilities efficiently.
- Mediate and resolve conflicts within the team, fostering a positive and collaborative work environment.
- Performance Management among team as required to uphold Frontier Standards.
- Performance reviews: aligning with incentive pay out, in collaboration with Director of Operations.

**Quality Control & Problem Solving**
- Maintain high-quality standards by identifying consistent team errors and developing long-term corrective strategies.
- Serve as the first point of escalation for team issues, discrepancies, or client/vendor concerns.
- Ensures Reservation team are working in a timely, accurate manner with mínimal errors.
- Support supervisors in resolution of client or supplier disputes by gathering data, conducting investigations, and communicating outcomes clearly.
- Work directly with Director of Operations with call coaching.

**Process Optimization & Reporting**
- Regularly assess team and department performance against established KPIs.
- Analyze data to identify trends, track progress, and inform decision-making.
- Provide reports and updates to the Director of Operations, including team performance, concerns, and opportunities.
- Prepare and manage training plans.

**Required Qualifications**
- Minimum 5 years of experience in operations management, with direct management of large teams.
- Proven experience in either travel, hospitality, or accommodations management is highly preferred.
- Excellent communication, conflict resolution, and problem-solving abilities.
- High attention to detail with strong organizational and time-management skills.
- Proficiency in Microsoft Office Suite (particularly Excel and Outlook); comfort with CRM systems.
- Ability to adapt in a fast-paced environment with evolving priorities.

**Schedule and Compensation**
- Standard business hours, Monday to Friday; some flexibility may be required based on business needs.
- Primarily office-based with potential for remote work outside of normal business hours.
- Salary $70,000 annually plus team performance-based bonus.

**Why you’ll love working at Frontier Lodging Solutions.**

This role offers a dynamic and challenging opportunity to set and achieve personal goals, with eligibility for an IATA Card and comprehensive group benefits. Your contributions will be recognized and valued through regular performance and development discussions. You'll play a pivotal role in advancing our mission of simplifying workforce and corporate lodging.

Frontier embraces diverse backgrounds and skills, welcoming passionate individuals who demonstrate potential for success in the role.
- Frontier Lodging Solutions is an equal opportunity employer, committed to an inclusive and safe work environment for people of all backgrounds_.

**Job Types**: Full-time, Permanent

Pay: $70,000.00 per year

Additional pay:

- Overtime pay

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care

Schedule:

- Evening shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekends as needed

Ability to commute/relocate:

- Calgary, AB T2T 5S8: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Hospitality/Travel: 2 years (preferred)
- Management: 5 years (required)

**Language**:

- English (required)

Work Location: In person