Reservations Manager

**You’ll Love Leading in Banff Like This.**

At Discover Banff Tours we curate once-in-a-lifetime experiences across the Rockies. And as our next Reservations Manager, you’ll be the strategic glue holding our high-performing reservations team together. From our in-house adventures to white-labeled partnerships, you’ll oversee the team that books it all ensuring every guest interaction is seamless, memorable, and driven by connection.

**Location**:Banff, Alberta
**Schedule**: Monday to Friday
**Team Size**: ~15 (scales seasonally)

**Function**: High-volume, multi-brand centralized reservations

**What Makes This Role Different**

We’re not managing one product. We’re selling for multiple brands, managing centralized services, and navigating a _wide variety_ of customer needs, all under one roof. It’s fast-paced, high-volume, and full of moving parts. You won’t be a shift-based floor manager but you’ll be a coach, decision-maker, and go-to leader with strong operational instincts and killer follow-through.

**What You’ll Own**
- Team Leadership: Manage, mentor, and develop a front-of-house and back-of-house team that handles bookings, service, and sales across multiple brands.
- Sales & Performance: Ensure targets are met (and celebrated), track KPIs, and guide the team through our bonus incentive structure.
- Guest Experience: Elevate first impressions - train your team to be friendly, informed, and focused on helping guests find the right tour or activity.
- Inventory & Systems: Monitor Ventrata and other systems to keep availability accurate, working cross-functionally to optimize yield.
- Training & Development: Build playbooks and decision trees to support quicker ramp-up and independence on the team.
- Strategic Partner Management: Liaise with third-party operators, manage contracts, and keep tour info accurate and up to date.
- Cross-Functional Leadership: Attend weekly leadership meetings, collaborate with operations and admin teams, and help shape company direction.
- 3+ years in tourism, reservations, hospitality, or service-based leadership roles
- Experience managing teams in high-volume, high-velocity environments
- Familiarity with booking systems like Ventrata (or similar)
- Responsibilities that outline a requirement for strong communication, scheduling, and operations skills
- Experience with tools like Humanity, Payworks, and other day-to-day business platforms
- Eligibility to work in Canada without restriction and ideally already in the Bow Valley

**During the Interview Process, We’ll Be Looking for Behaviours That Demonstrate**:

- A calm presence and confidence in leading others without micromanaging
- A knack for breaking down problems, communicating solutions, and learning from mistakes
- Ability to teach, mentor, and lead by example
- A growth mindset and a willingness to roll up your sleeves to get things done
- Curiosity, empathy, and the ability to train and empower others quickly
- High accountability, follow-through, and comfort working closely with leadership
- A love for variety and an ability to stay organized while juggling competing priorities

**The Perks**
- Competitive salary: $70,000 - $75,000, based on experience
- Extended health & dental care
- RRSP matching
- Paid medical and personal days
- Incentive bonus tied to team sales
- Casual dress + industry discounts
- Weekly check-ins with the General Manager (you’ll be heard)
- The Rockies as your backyard, and you get to experience the tours yourself

Ready to take the reins on the most dynamic sales and service team in Banff?

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

Pay: $70,000.00-$75,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount

Work Location: In person