Reservations Assistant Manager

**Position**: Reservations Assistant Manager
**Location**: Banff, Alberta (Store-Based Role - Sundance Mall)

**Why This Job Is Cool**
As Reservations Assistant Manager, you'll play a pivotal role in overseeing the reservations team, ensuring smooth daily operations, and optimizing both sales and capacity. You'll be the go-to person for staff support, problem-solving, and decision-making, ensuring that both your team and our guests receive top-notch service and experiences. This role offers the perfect balance of leadership, strategic thinking, and hands-on involvement in operations, making it ideal for someone passionate about driving team success and maximizing sales growth.

**Who You’ll Work With**
- **Reports to**: Senior Reservations Manager
- **Leads**: Reservations Supervisors, Reservations Agents, Wholesale Reservations Team, Groups
- **Collaborates with**: Operations Team, Guides, Sales & Marketing, and Contracting Department

**Key Responsibilities**
**Leadership & Team Development**
- Supervise, motivate, and support the reservations team daily, ensuring all team members are productive, confident, and equipped with the tools needed for success.
- Lead and manage staff training and development, ensuring team members are well-prepared to effectively promote and sell Discover Banff Tours products.
- Organize and manage Familiarization (FAM) tours, offering staff firsthand knowledge of products to improve sales and guest service.
- Create a motivating and performance-driven environment, reinforcing upselling techniques and ensuring excellent customer service.
- Act as the primary support for the team, guiding them through challenges and helping them develop their skills and confidence.
- Manage team schedules to ensure sufficient coverage while maintaining efficiency and alignment with peak demand periods.

**Operations & Problem-Solving**
- Oversee daily operations to ensure smooth, efficient execution of tours and bookings, collaborating closely with the Operations Team, Guides, and other departments.
- Manage store operations, ensuring cleanliness, professionalism, and an inviting presentation of retail stock and tour information.
- Resolve customer complaints swiftly and effectively, ensuring positive outcomes and upholding the brand’s reputation.
- Utilize strong problem-solving skills to manage complex booking scenarios and guest issues, ensuring the best solutions are implemented.
- Implement and enforce company policies and procedures to ensure smooth operations and high standards of service.

**Sales & Customer Service Excellence**
- Ensure team members are effectively upselling Discover Banff Tours products, packages, and additional attractions with persuasive and honest sales techniques.
- Oversee and ensure the seamless processing of reservations in Ventrata, including transactions for tours, third-party activities, and other products.
- Check availability for products and offer alternatives when necessary, ensuring guests find the best options to meet their needs.
- Provide knowledgeable recommendations on Banff National Park attractions and accommodations, delivering relevant and valuable information to guests.

**Wholesale & Sales Coordination**
- Send out stop-sell notices to wholesale clients, ensuring accurate availability updates are communicated.
- Report any wholesale booking issues to the Contracting Department, ensuring timely resolution.
- Collaborate with the Senior Reservations Manager and Operations Team to align bookings with operational capacity and sales targets.

**Administrative & Additional Responsibilities**
- Prepare and submit sales reports, providing insights into performance, trends, and areas for improvement, as needed or requested.
- Assist with general administrative tasks, ensuring that all documentation is accurate and up-to-date.
- Perform additional duties as required by the Senior Reservations Manager.

**What You Bring to the Role**
- 2+ years of leadership experience in reservations, sales, tourism, or hospitality.
- Proven ability to lead, coach, and develop a team, motivating staff to achieve sales and service goals.
- Strong decision-making and problem-solving skills, particularly in high-pressure situations.
- Experience in scheduling and managing operations effectively, ensuring peak demand is met without compromising team efficiency.
- Excellent organizational skills with a keen eye for detail.
- Strong communication skills, both written and verbal.
- Experience with wholesale bookings and inventory management is an asset.
- Ability to work weekends, holidays, and peak seasons is required.

**What We Offer**
- Leadership role with direct impact on team and operations.
- Competitive salary with performance-based incentives.
- Opportunities for career growth within the company.
- A supportive, high-energy work environment with a strong team culture.
- Monthly staff events to build connections and celebrate success.
- Staff accommodation available.