Reservations Coordinator

Halifax, NS
Administrative
Experienced
Seasonal
$20 - $22 / hour

Reporting to the Reservations Manager, the Reservations Coordinator plays a vital role in helping deliver exceptional guest experiences from the booking stage through post-tour follow-up, all while supporting the smooth daily operation of the reservations function. This role acts as a key point of contact for guests, partners and internal teams, ensuring accurate bookings, clear communication and timely resolution of inquiries or issues. The role requires professional and diplomatic communication, strong problem-solving skills and adaptability in a fast-paced tourism environment. The Reservations Coordinator is required to adhere to the department's Code of Conduct and deliver service in accordance with the company's GUEST customer service model.

What you'll do

Responsibilities

Reporting to the Reservation's Manager the Reservations Coordinator will be responsible for the following duties:

• Accurately process booking requests and modifications across all tour offerings
• Responding promptly and professionally to guest inquiries via phone, email and shared inboxes
• Demonstrating strong product knowledge and proactively matching guest needs to appropriate tours
• Conducting reservation and retail sales transactions, including upselling where appropriate
• Assisting with complex or sensitive guest service situations, ensuring fair and thoughtful resolution
• Supporting post-booking communication, including confirmations, rescheduling, and follow-up when required
• Accurately processing FIT and OTA booking requests received via email or partner systems
• Communicating clearly with FIT and OTA partners to confirm details, answer questions, and support upcoming tour needs
• Maintaining a strong understanding of partner agreements, booking procedures and operational requirements
• Maintaining up-to-date knowledge of schedules, availability, operational updates and product changes
• Communicating scheduling changes, capacity updates and operational information clearly and in a timely manner
• Supporting check-in and boarding procedures when required
• Promptly reporting customer, product or operational issues to a supervisor or manager
• Adhering to departmental policies, privacy standards, payment procedures and Code of Conduct
• Supporting smooth, day-to-day operations in a guest-focused, fast-paced environment
• Professionally and diplomatically responding to public-facing online reviews and internal customer reviews in a timely manner
• Supporting service recovery efforts by offering solutions aligned with company policies and guest care standards

What you'll need

Qualifications

• Flexible availability (weekday availability during spring and fall seasons is an asset)
• Minimum of two (2) year of customer service experience in tourism, hospitality, or a guest-facing role
• Comfort working with computers, tablets (iPads), reservation systems, and POS platforms
• Ability to remain calm, professional, and solution-oriented in complex or high-volume situations
• Strong written and verbal communication skills
• Ability to work independently and collaboratively within a team
• Familiarity with Halifax, the waterfront, and the company's tours and experiences

A little bit about us

Ambassatours Gray Line Ltd.

For over three decades, Ambassatours Gray Line has stood as a leader of excellence in sightseeing in Canada's East Coast, offering award winning land and water tours across Nova Scotia, New Brunswick, and Prince Edward Island. Our heart beats in Halifax, Nova Scotia, where our journey began and continues to flourish.

As a distinguished Gray Line affiliate, we're not just about tours; we're about creating extraordinary experiences. Our mission is to enrich lives through exceptional journeys that leave lasting impressions. From our celebrated Harbour Hopper Tours and Boat Cruises in Halifax, to the serene beauty of Peggy's Cove and the Annapolis Valley, each experience is crafted to offer a unique perspective of Eastern Canada's charm and rich history.

Our purpose is clear: To Create and Deliver Exceptional Experiences to Enrich the Lives of our Team, Customers, and Communities. This purpose echoes in every tour we conduct, every story we share, and every smile we bring to our guests' faces.

Please join us in exploring the natural wonders and vibrant sea and landscapes of Eastern Canada, and discover why at Ambassatours Gray Line, we do more than just tours - we create memories that we hope will last a lifetime.

Ambassatours Gray Line is proudly Rainbow Registered: Canada's national accreditation for 2SLGBTQI+ inclusive, welcoming and safer spaces for all. Learn more about this program at

Ambassatours Gray Line is proud to be an Age-Friendly Institute's Certified Age Friendly Employer (CAFE). This program is the nation's only certification program that identifies organizations committed to being the best places to work for employees aged 50+.

Our Purpose

To Create Exceptional Experiences to Enrich the Lives of our Team, Customers and Communities.

Our Core Values

We Do the Right Thing - Always

Our team acts with integrity and honesty and focuses on putting ourselves in the shoes of others. Our commitment to safety for our team and guests is uncompromising.

We Step Up and Own It

We empower each other to take ownership of our actions. We are accountable for ourselves, our colleagues, our clients, and our company.

We Communicate Clearly and Honestly

We're honest, transparent, and committed to doing what's best for our guests and our company. We collaborate openly in pursuit of the truth.

We Work as a Team

We are committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team members and enrich their lives.

We Find a Better Way

We actively seek continuous improvement by challenging the status quo with open minds, focus, and creativity.

We Exceed Expectations

We pursue excellence with pride, commitment, and reliability. We consistently deliver high quality work, both internally and externally.

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs, job requirements and individual qualifications, regardless of age, race, colour, religion, creed, sex, sexual orientation, gender identity, gender expression, physical or mental disability, or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.

Are you interested?

Work With Us

Ambassatours Gray Line is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to the principle of employment equity for all applicants and employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Ambassatours are based on business needs, job requirements and individual qualifications, regardless of age, race, colour, religion, creed, sex, sexual orientation, gender identity, gender expression, physical or mental disability, or any other of the protected characteristics as per the Human Rights act of Nova Scotia. Ambassatours will not tolerate discrimination or harassment based on any of these characteristics.

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