Discover Banff Tours
215 Banff Avenue, Banff, AB T1L 1H1
 
Job details
Job type
Permanent
Full-time
Shift and schedule
8 hour shift
Weekends as needed
Holidays

Location
215 Banff Avenue, Banff, AB T1L 1H1

Benefits
Pulled from the full job description
Dental care
Extended health care
RRSP match

Full job description
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.
Proficiency with reservation systems and computer applications.
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.
RRSP matching after 3 months.
Vacation pays.
5 days on, 2 days off schedule.
Job Types: Full-time, Permanent

Expected hours: 40 per week

Benefits:

Dental care
Extended health care
RRSP match
Flexible language requirement:

French not required
Schedule:

8 hour shift
Holidays
Weekends as needed
Work Location: In person